Front Desk Guest Service Executive - Conrad Singapore Orchard

HILTON INTERNATIONAL ASIA PACIFIC PTE LTD; Singapore; On-site; SGD 32,000 - 46,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Job summary

Hilton International Asia Pacific Pte Ltd is seeking a Front Desk Guest Service Executive in Singapore to manage daily front office operations and guest services, ensuring outstanding service at all times. You will handle check-in/check-out, resolve guest concerns, and lead a front desk team to meet service standards.

The role emphasizes delivering the light and warmth of hospitality, with responsibilities spanning room allocations, CRM systems, and collaboration with multiple hotel departments

Qualifications

• At least 2 years of relevant experience in a luxury hotel, leisure, hospitality or customer service environment.
• Ability to work effectively under pressure and manage operational demands during peak periods.
• Strong interpersonal and communication skills to interact with guests and colleagues.
• Commitment to delivering high standards of guest service and hospitality.
• Ability to manage multiple tasks with a service-oriented approach.

Responsibilities

• Check guest arrival reports prior to arrival and coordinate with Housekeeping on room allocations.
• Handle check-in and check-out procedures warmly and efficiently while meeting brand standards.
• Promote Hilton marketing programs and Hilton Honors, and assist guests accordingly.
• Maintain room quality, confirm guest preferences, and brief hotel departments on guest requirements.
• Resolve guest concerns promptly and escalate when needed; support front desk and guest services teams.

Skills

Guest service

Front desk

Communication

Teamwork

Problem solving

Tools

CRM systems

Kipsu

Visionline

Synergy

Job description

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 ourCareers Blogto see why we’re more than a great place to stay—we’re a great place to work.

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 manage the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel’s service standards. As a Front Desk Guest Service Executive, you’re not just managing daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

What It Takes to Make the Stay

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:

• At least 2 years of relevant experience in a luxury hotel, leisure, hospitality or customer service environment.
• Ability to work effectively under pressure and manage operational demands during peak periods, while maintaining attention to detail.
• Strong interpersonal and communication skills, with the ability to communicate effectively with guests and colleagues.
• Demonstrates a commitment to delivering high standards of guest service and hospitality.
• Ability to manage multiple tasks effectively while maintaining a positive and service-oriented approach when interacting with guests.
• Computer literate, with the ability to learn and use relevant hotel systems and applications.
• Demonstrates a service-oriented approach and maintains appropriate standards of conduct when interacting with guests and colleagues.
• Ability to understand, respond to and resolve guest requests and concerns effectively.
• Experience in handling guest concerns and resolving service-related issues in an appropriate and timely manner.

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.

As a Front Desk Guest Service Executive, you will serve on the Front Office team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Desk Guest Service Executive truly influences the first impressions of our Guests and, therefore, is responsible for performing the following tasks to the highest standards:

• Check guest arrival reports prior to guest’s arrival and coordinate with Housekeeping on room allocations.
• Be responsible for special requests on room assignments such as e check-ins, digital key check-in, and Kerbside check-in.
• Welcome guests and efficiently handle the check-in and check-out procedures, adhering to the hotel's brand standards and Forbes guidelines, all while maintaining a warm and welcoming demeanour.
• Ensure that all registration cards are signed upon guests' arrival and that the check-out cashiering procedure is accurately executed.
• Promote and administer Hilton marketing programs and Hilton loyalty program, Hilton Honors, and provide necessary amenities to Hilton Honors members accordingly.
• Ensure all rooms meet the highest quality standards and include all requested preferences and amenities before Guest arrival.
• Serve as the main point of contact for guests and ensure hotel departments are fully briefed on Guest requirements
• Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
• Attend to Guest complaints and issues and to handle them first before escalating to the Assistant Manager or Manager on Duty
• To be able to handle room reservation related enquiries
• Manage the Reception Desk by ensuring stocks are replenished accordingly
• Support new team members in any areas that they are not yet competent to handle independently
• Familiarize with credit policies and maintain accurate log of credit arrangements
• Conversant with Operator operations, computer and CRM /Synergy / Kipsu / Visionline systems
• Maintain a warm and friendly tone at all time when answering, transferring and ending a phone call
• Ensure all wake up calls take place at the correct time and day
• Handle emergency calls immediately and relay comprehensive and accurate information, as required
• Demonstrate a high level of customer service at all times
• Comply with hotel security, fire regulations and all health and safety legislation
• Attend appropriate training courses, when required
• Follow company brand standards and Forbes guidelines.
• Coordinate with various departments such as F&B, Engineering, Finance, Housekeeping, Sales, and external parties when running as a Group coordinator.
• Review all-upcoming groups within the next 7 days and do all necessary preparations where possible
• Ensure close communication with the Bell Service team/ Housekeeping/ Engineering/ In room Dining
• Review in-house groups which had arrived on the previous day and ensure that follow ups had been completed
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.