Executive Lounge Guest Experience Lead

HILTON INTERNATIONAL ASIA PACIFIC PTE LTD; Singapore; On-site; SGD 55,000 - 85,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Award-winning culture

Job summary

Hilton International Asia Pacific Pte Ltd in Singapore seeks a Guest Experience Assistant Manager to oversee the daily operations of the executive floor and lounge, ensuring VIP guests receive exceptional service. You will lead the guest services team and coordinate with Front Office, Housekeeping and Culinary to maintain seamless experiences.

The role requires proven supervision of guest service teams, strong English communication, and availability for shifts including weekends.

Qualifications

• Experience supervising a guest service team or similar hotel operation.
• Ability to make decisions within delegated authority and manage competing priorities.
• Experience coaching performance, planning coverage and coordinating with multiple hotel departments.
• Ability to use or learn hotel technology systems; proficiency in Microsoft applications is advantageous.
• Clear spoken and written English for guest correspondence, briefings, reporting and team guidance.

Responsibilities

• Own shift performance across reception and Executive Lounge operations, including service standards and guest satisfaction.
• Lead briefings, set priorities, review VIP and special arrangements, and communicate guest needs to departments.
• Resolve complaints and approve recovery within delegated authority; escalate exceptional cases to the Guest Experience Manager.
• Supervise Supervisors and team members, provide coaching and feedback, identify training needs and support performance follow-up.
• Coordinate with Front Office and Housekeeping on room readiness, arrivals and inventory to reduce guest disruption.
• Oversee lounge food and beverage standards, stock controls, hygiene and safety procedures with Culinary and support teams.
• Ensure decorations for guest celebrations meet Hilton standards.
• Review incident reports, guest feedback and trends; implement improvements and monitor effectiveness.
• Ensure accurate OnQ PMS transactions, guest records and cash handling where applicable.
• Deliver attentive, personalized service in line with Conrad and Hilton standards, protecting guest privacy.

Skills

Guest service leadership

Decision making

Coaching & development

Hotel technology knowledge

English communication

Shift management

Job description

Hilton International Asia Pacific Pte Ltd in Singapore seeks a Guest Experience Assistant Manager to oversee the daily operations of the executive floor and lounge, ensuring VIP guests receive exceptional service. You will lead the guest services team and coordinate with Front Office, Housekeeping and Culinary to maintain seamless experiences.

The role requires proven supervision of guest service teams, strong English communication, and availability for shifts including weekends.