Job Description
Exceptional Hospitality Starts with You
Picture yourself brightening someone's day. When you join our Hotels team, that's exactly what you'll do every time you come to work! You will be the primary point of contact for guests during their stay, ensuring that they receive personalized attention and support. Your role will be key in building relationships with guests, enhancing their stay, and ensuring guest loyalty. As a
Lobby Ambassador, and managing special requests – you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Responsibilities
Here's what you'll do during a typical day:
- 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 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 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 one's 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.
Qualifications
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of
Hospitality. Acting with
Integrity and always doing the right thing. Inspiring others through
Leadership. A belief that
Teamwork drives the best outcomes. A sense of
Ownership and accountability. And a focus on the
Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
In Addition, This Role Requires The Following Minimum Qualifications
- Minimum 5 years of relevant experience in customer service supervisory role or equivalent capacity in a service-oriented environment
- Proven experience in managing guest-facing operations and service delivery
- Demonstrates calmness, efficiency, resourcefulness, and strong organisational skills in handling daily operations
- Strong interpersonal and communication skills, with the ability to engage effectively with guests and team members
- Ability to listen attentively and respond appropriately to guest needs, including challenging or high-demand situations
- Demonstrates accountability, resilience, and sound judgement under pressure
- Ability to adapt and perform effectively in a dynamic work environment with varying operational demands
- Maintains a professional and presentable appearance in line with organisational standards
- Demonstrated commitment to delivering high-quality guest service experiences
- Experience in Guest Relations or Front Office management within a luxury hotel environment
- Ability to communicate in multiple languages will be an advantage
- Diploma or Degree in Hotel Management or a related field, or equivalent professional qualification
How We'll Help You Thrive
At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program
Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you covered
- Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
About Us
Join an Award-Winning Workplace Culture
At Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.
Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton Explore our Careers Blog to see why we're more than a great place to stay—we're a great place to work.
