Lobby Ambassador (Conrad Centennial Singapore)

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

What will I be doing?

As the Lobby Ambassador, you will be responsible for performing the following tasks to the highest standards:

• Deliver the highest quality and brand service standards to consistently meet and exceed Guest expectations.
• Handle enquiries and complaints, promptly and efficiently.
• Create a positive work environment by maintaining the highest level of ethics and integrity consistent with applicable HW and Conrad Centennial Singapore guidelines.
• Command a presence of respect and humility; demonstrating the ability to motivate and readily communicate expectations and follow up with TMs across departments in the hotel.
• Ensuring self is well-groomed at all times. Luxury in self-image and service delivery is to be applied at all times.
• Works with CRM systems to ensure that customer feedback is properly logged, monitored, and addressed.
• Making sure Qualtrics Score is always above target with Overall Experience meets MTD/YTD Target.
• To be able to empower one’s self to make bold and quick decisions that are aligned with meeting guests' expectations across departments.
• Welcoming and greeting guests in the Lobby, ensuring Guests feel welcome and delivering the WOW service to every guest handled.
• Involving in the Conrad Experience for guests celebrating moments with us.
• Investigate and resolve customer complaints in person, on the phone, and via mail.
• Going through Daily VIP Reports and ensuring VIPs are greeted and sent off well. All information is to be shared with the relevant department.
• Ensuring the lobby is kept clean at all times, guests are properly handled in queue, and a smooth check-in and check-out process.
• To be aware of daily events in Meeting Rooms and its VIP Guests' arrival.
• Serve your role and Team in an environmentally conscious manner.
• Leverage on Artificial Intelligence (AI) / technology such as Kipsu, SALT, and Synergy to proactively meet customers’ needs while shaping culture and processes for innovation and continuous improvement.

What are we looking for?

Lobby Ambassador serving Hilton Worldwide Brand hotels and vacations are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• At least 3 years of previous experience in customer service supervisory or similar level.
• Calm, efficient, resourceful, and organized.
• Excellent interpersonal communication skills.
• Excellent grooming standards.
• A passion and commitment to delivering exceptional levels of Guest service.
• Ability to listen and respond to demanding Guest needs.
• Accountable and resilient.
• Ability to work under pressure.
• Flexibility to respond to a range of different work situations.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Experience in Guest Relations or Front Office in a managerial role in a luxury hotel environment.
• Multi-lingual.
• A degree or diploma in Hotel Management or equivalent.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!