Guest Relations Executive (Conrad Singapore Orchard)
Guest Relations Executive (Conrad Singapore Orchard)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
What are we looking for
A Guest Relations Executive serving Hilton Brands is always working on behalf of our guests and working with other Team Members. To successfully fill this role you should maintain the attitude behaviours skills and values that follow:
- At least 5 years of previous experience in customer service supervisory or similar level
- Calm efficient resourceful and organised
- 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
- 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 leisuretravellersthe 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!
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 oftravellerswho stay with us every year a welcome they will never 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 its with Hilton where we never forget the reason were here: to delight our guests Team Members and owners alike.
A Guest Relations Executive with Conrad Hotels and Resorts is responsible for creating memorable guest experiences by ensuring their satisfaction throughout their stay at the hotel and making sure of the highest level of service and attention in the lobby.
What will I be doing
As a Guest Relations Executive you will serve on the Front Office team which is the main connection between the Guest the hotel and the various hotel departments. A Guest Relations Executive truly influences the first impressions of our Guests and therefore is responsible for performing the following tasks to the highest standards:
- Be the brand ambassador of the hotel providing a positive first impression while guests walk-in to the hotel.
- Deliver the highest quality and brand service standards to consistently meet and exceed Guest expectations.
- Anticipate guests needs handle enquiries and complaints promptly and efficiently.
- Create a positive work environment by maintaining the highest level of ethics and integrity consistent with applicable HILTON and Conrad Singapore Orchard guidelines.
- Command a presence of respect and humility; demonstrating the ability to motivate and readily communicate expectations and follow up with TMs across department in the hotel.
- Ensuring self is well groomed at all time. Luxury in self-image and service delivery is to be applied at all time.
- Works with CRM systems to ensure that customer feedback is properly logged monitored and addressed.
- Making sure SALT Score is always above target with Overall Experience meets MTD/YTD Target.
- To be able to empower ones self to make bold and quick decisions that is aligned with meeting guests expectations across departments.
- Welcoming and greeting guests in the Lobby ensuring Guests feels welcome and delivering the WOW service to every guests handled.
- Delight guests through friendly and proficient service ensuring repeat business through personalized efficient service
- 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 send off well. All information are to be shared with relevant department.
- Ensuring the lobby is kept clean all the time guests are properly handled in queue and a smooth check in and check out process.
- To be aware of daily Events and its VIP Guests arrival.
- Serve your role and Team in an environmentally conscious manner
- Develop a close and harmonious working relationship with all the other departments in the hotel while maintaining good communication with other hotel departments to assist with guests needs.
- Have complete knowledge of Hilton hotel SOPs and local policies.
- Leverage on Artificial Intelligence (AI) / technology such as Kipsu SALT and Synergy to proactively meet customers needs while shape culture and processes for innovation and continuous improvement
- Knowledgeable on all facts on hotel products including room types room rates relative features and facilities Food & Beverage outlets and the Executive Lounge.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice
EOE/AA/Disabled/Veterans
Employment Type
Full-Time
