Executive Floor & Lounge Lead - Luxury Guest Experience

HILTON INTERNATIONAL ASIA PACIFIC PTE LTD; Singapore; On-site; SGD 90,000 - 130,000; Full time

Benefits offered by this job

110 nights travel perks

Health & welfare benefits

Career development opportunities

Job summary

Hilton International Asia Pacific PTE LTD in Singapore seeks an Executive Floor Manager to oversee the daily operations of the Executive Floor and Executive Lounge, delivering personalized luxury service to VIP guests. You will lead, coach and schedule the team, ensuring seamless check-in/check-out and flawless guest experiences.

The role demands strong leadership, 5+ years in hospitality, grooming standards and a passion for exceptional guest service.

Qualifications

• At least 5 years of relevant experience in customer service, Front Office, Guest Relations or a similar hospitality environment.
• Experience in leading, supervising and developing a team.
• Calm, efficient, resourceful and organised.
• Strong leadership, interpersonal and communication skills.
• Professional grooming and presentation standards.
• A passion and commitment to delivering exceptional guest service.
• Ability to listen and respond effectively to guest needs and feedback.
• Accountable, resilient and able to work under pressure.
• Flexibility to respond to different operational requirements.

Responsibilities

• Manage the overall performance and daily operations of the Executive Floor team and Executive Lounge.
• Lead, train and develop team members through regular coaching, performance appraisals and feedback.
• Manage team scheduling in accordance with approved staffing levels and operational requirements.
• Deliver the highest quality of service in accordance with brand standards and guest expectations.
• Personally oversee and participate in check-in and check-out arrangements for Executive Floor guests, ensuring personalised service and seamless execution.
• Review guest arrival reports in advance and coordinate VIP arrangements, guest preferences, room allocations and amenities with relevant departments.
• Handle guest enquiries and complaints promptly and efficiently.
• Maintain and enhance guest recognition programmes, including arrangements for special occasions and Executive Floor guests.
• Manage special room assignments and suite occupancies.
• Ensure guest supplies, amenities and operating equipment within the Executive Lounge are maintained to the required standards.
• Ensure the team maintains up-to-date knowledge of hotel services, VIP requests, special events and nearby attractions.
• Foster effective collaboration with other departments to deliver memorable guest experiences.
• Ensure the team maintains professional grooming, hospitality and guest service standards.
• Ensure compliance with hotel security, fire regulations, health and safety requirements and operational procedures.
• Drive departmental objectives, work schedules, budgets, policies and procedures.
• Leverage technology and digital platforms such as Kipsu, SALT and Synergy to anticipate guest needs and support continuous improvement.
• Undertake other duties as assigned by the Front Office Manager.
• Promote environmentally responsible practices within daily operations.
• The Management reserves the right to make changes to this job description at its discretion and in accordance with operational requirements.

Skills

Leadership

Customer service

Communication

Team management

Staff development

Job description

Hilton International Asia Pacific PTE LTD in Singapore seeks an Executive Floor Manager to oversee the daily operations of the Executive Floor and Executive Lounge, delivering personalized luxury service to VIP guests. You will lead, coach and schedule the team, ensuring seamless check-in/check-out and flawless guest experiences.

The role demands strong leadership, 5+ years in hospitality, grooming standards and a passion for exceptional guest service.