Assistant Guest Experience Manager (Hilton Singapore Orchard)

Hilton Worldwide, Inc.; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

A global hospitality leader is seeking an Assistant Guest Experience Manager in Singapore to oversee daily operations and enhance guest experiences. The ideal candidate will have over 4 years in hospitality and demonstrate exceptional service skills. Key duties include managing team performance, resolving guest complaints, and ensuring high standards of hospitality. Join a dedicated team in creating exceptional guest experiences daily.

Qualifications

• At least 4 years of previous experience in the hotel, leisure or retail sector.
• Calm, efficient, resourceful and organized.
• Ability to listen and respond to demanding guest needs.

Responsibilities

• Oversee daily operations in the Guest Experience team.
• Create a 'WOW' experience for guests.
• Manage front-desk queue and assist arrivals.

Skills

Guest service

Communication skills

Team leadership

Problem solving

Tools

OnQ PM

Kipsu

HotSOS

Job description

Assistant Guest Experience Manager (Hilton Singapore Orchard)

Job Number: HOT0BGDQ

Work Locations: Hilton Singapore Orchard, 333 Orchard Road, Singapore 238867

Hilton offers countless opportunities to delight travellers every year. This role is part of the Hilton Hotels & Resorts brand, which includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and others.

Position Statement

Assistant Guest Experience Manager meets and greets guests, providing prompt and courteous service. The manager ensures guest stay satisfaction and resolves challenges throughout the stay, upgrading and promoting hotel services and amenities while maintaining quality service.

What will I be doing?

• Assist to oversee daily operations in the Guest Experience team, drive departmental objectives, ensure effective communication and teamwork to reach KPIs.
• Create a “WOW” experience for guests, elevating guest experience through high‑impact touch points and consistently meeting and exceeding expectations.
• Lead the Guest Experience team, ensuring training was conducted and guidance provided for task performance.
• Coach new Guest Experience Executives, support new team members in areas requiring independent competence.
• Conduct pre‑shift briefings and advise the shift team of special events or VIP guests.
• Contribute new ideas and suggestions for improvements, being innovative to provide quality service to team members and guests.
• Promote and administer Hilton Honors programs.
• Manage front‑desk queue, assist arrivals, offer express check‑out for departing guests when required.
• Welcome guests on arrival and assist throughout their stay, handling enquiries and complaints efficiently.
• Solicit and give feedback to the Guest Experience Manager on guest comments.
• Handle complaints promptly and efficiently, informing the Duty Manager or Assistant Front Office Manager for follow‑up where appropriate.
• Develop and maintain relationships with VIP guests, recognizing preferences and sharing information across departments.
• Receive special requests from guests and respond appropriately or forward to relevant team members.
• Coordinate with relevant departments to arrange in‑room amenity set‑ups for VIP level and special occasions.
• Answer telephone and email inquiries, input messages into the guest profile and advise team members on special guest needs.
• Retrieve messages and communicate content to guests, retrieving mail, packages and other special items as requested.
• Remain calm and alert during emergencies and heavy activity, comply with Health & Safety, Emergency Management, Disaster manual and Fire procedures, and participate in the fire team when directed.
• Attend front desk briefings, shift handovers, meetings and share updates with the team.
• Ensure Guest Experience team has current knowledge of hotel products, services, pricing and 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, HotSOS.
• Undertake tasks as instructed by Guest Experience Manager and/or Front Office Leaders.
• Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for?

• 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 the leading global hospitality company, spanning the lodging sector from luxury 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 accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands, creating remarkable hospitality experiences around the world every day with our amazing Team Members at the heart of it all.

Schedule

Full‑time

Brand

Hilton Hotels & Resorts

Job Category

Guest Services, Operations, and Front Office