Guest Careline & Communications Centre Lead

Hilton; Singapore; On-site; SGD 55,800 - 100,440; Full time

Job summary

Hilton in Singapore is seeking a proactive Guest Services Manager to lead the team in delivering exceptional guest experiences and driving Hilton Honors engagement. You will manage communications, coordinate with hotel departments, and coach staff to uphold brand standards during peak periods and special events.

Responsibilities include training, rosters, service recovery, and close collaboration with Front Office leadership to ensure consistent, high-quality service for all guests.

Qualifications

• Minimum 2 years of experience in a similar role at a 5-star hotel.
• Strong English communication skills.
• Proactive and guest-focused leadership.
• Able to train and mentor team members.

Responsibilities

• Actively seek feedback from guests and team members to improve service.
• Promote Hilton Honors and ensure members receive personal service.
• Handle complaints promptly and inform the Front Office Manager.
• Lead and monitor the Communication Centre, ensuring timely responses and accurate information.
• Coordinate with Housekeeping and Engineering to ensure cleanliness and smooth operations.
• Prepare rosters and job schedules to meet business needs and peak periods.
• Ensure all team members know emergency procedures and safety policies.

Tools

FCS

OnQ PM

Micros

Job description

Hilton in Singapore is seeking a proactive Guest Services Manager to lead the team in delivering exceptional guest experiences and driving Hilton Honors engagement. You will manage communications, coordinate with hotel departments, and coach staff to uphold brand standards during peak periods and special events.

Responsibilities include training, rosters, service recovery, and close collaboration with Front Office leadership to ensure consistent, high-quality service for all guests.