Assistant Guest Experience Manager (Hilton Singapore Orchard)

Hilton Worldwide, Inc.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading global hospitality company in Singapore is seeking an experienced Assistant Guest Experience Manager. This role involves overseeing Guest Experience operations, leading a team, and ensuring exceptional service. The ideal candidate has at least 4 years in hospitality and is passionate about guest satisfaction. Join a team dedicated to creating remarkable experiences every day.

Qualifications

• At least 4 years of previous experience in the hotel, leisure or retail sector.
• Ability to work under pressure and remain calm during emergencies.
• A passion for delivering exceptional levels of guest service.

Responsibilities

• Assist to oversee daily operations in Guest Experience teams.
• Lead the Guest Experience team and conduct trainings.
• Manage guest complaints and enhance their experiences.

Skills

Excellent personal presentation and communication skills

Ability to listen and respond to demanding guest needs

Calm, efficient, resourceful and organized

Flexibility to respond to a range of different work situations

Tools

OnQ PM

Kipsu

HotSOS

Job description

Job Description - Assistant Guest Experience Manager (Hilton Singapore Orchard) (HOT0BGDQ)

Overview

Hilton offers thousands of hotels in over 100 countries and territories, delivering unforgettable experiences for travellers. If you appreciate the impact global travel can have on the world, you may be the person we are looking for to work as a Hilton Team Member. Hilton is dedicated to delighting guests, Team Members, and owners alike.

Position Statement
The Assistant Guest Experience Manager greets guests and provides prompt and courteous service. They ensure guest stays are satisfactory and resolve guest challenges throughout their stay, upgrading or promoting hotel services and amenities, and ensuring quality service is provided to guests.

What will I be doing?

As the Assistant Guest Experience Manager, you will be responsible for performing the following tasks to the highest standards:

• Assist to oversee daily operations in all Guest Experience teams, drive departmental objectives, ensure effective communication and teamwork to reach department KPIs.
• Create a "WOW" experience for guests, elevating guest experience with high impact touchpoints and consistently meet and exceed guests and VIP expectations.
• Lead the Guest Experience team to ensure appropriate training is conducted and guidance provided to perform on their tasks.
• Coach new Guest Experience Executives on roles and responsibilities and support new team members in areas where they are not yet competent to handle independently.
• Conduct pre-shift briefings and inform your shift team of any special events or VIP guests in the hotel that day.
• Contribute ideas for improvements, being innovative and creative to provide quality service and guest care to team members and guests.
• Promote and administer Hilton Honors programs.
• Manage queue at the desk and assist with arrivals and express check-out for departing guests at the front desk when required.
• Welcome guests on arrival and assist during their stay, handling inquiries and any complaints efficiently.
• Solicit and provide feedback to the Guest Experience Manager on guest comments.
• Handle complaints promptly and efficiently, empowered to take necessary action, informing the Duty Manager/Assistant Front Office Manager to follow up where appropriate.
• Develop and maintain relationships with VIP and special attention guests, recognizing their preferences and sharing information across hotel departments.
• Receive special requests from guests and respond appropriately or forward requests to the relevant team members for decisions and actions.
• Coordinate with relevant departments to arrange in-room amenity setups according to VIP level and for special occasions (e.g., birthdays, honeymoons).
• Promptly answer telephone and email inquiries, input messages into the guest profile, and advise other team members on special guests’ needs.
• Retrieve messages, mail, packages and/or other special items for guests as requested.
• Remain calm and alert during emergencies and heavy hotel activity by complying with Health & Safety, Emergency Management, the Disaster Manual, and Fire procedures and regulations; participate in the fire team when directed.
• Attend front desk daily briefings, shift handovers, meetings, and share updates with the team.
• Ensure Guest Experience team has current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.
• Understand local tourism culture and city profile to provide considerate service to guests.
• Serve the role and team in an environmentally conscious manner.
• Familiar with hotel operating systems, especially OnQ PM, Kipsu, and HotSOS.
• Undertake tasks as instructed by the Guest Experience Manager and/or Front Office Leaders.
• Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for?

An Assistant Guest Experience Manager serving Hilton Brands works on behalf of our guests and collaborates with other team members. To successfully fill this role, you should maintain the attitude, behaviours, skills and values that follow:

• At least 4 years of previous experience in the hotel, leisure or retail sector
• Calm, efficient, resourceful and organized
• Excellent personal presentation and communication skills
• A passion for 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

What will it be like to work for Hilton?

Hilton is a 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 travelers 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 is to fill the earth with the light and warmth of hospitality, uniting us as a team to create remarkable experiences every day. Our team Members are at the heart of it all!

Job

Job: Guest Services, Operations, and Front Office