Guest Experience Executive - Conrad Singapore Marina Bay

HILTON INTERNATIONAL ASIA PACIFIC PTE LTD; Singapore; On-site; SGD 31,000 - 47,000; Full time

Benefits offered by this job

Go Hilton travel program

Health & welfare benefits

Job summary

Hilton International Asia Pacific Pte Ltd in Singapore is seeking a Guest Experience Executive to be the welcoming face for guests, ensuring smooth check-ins/check-outs and addressing inquiries throughout their stay. You will be part of a dedicated team delivering memorable hospitality experiences and elevating the guest journey.

You will manage VIP guest requirements, liaise with hotel departments, and uphold brand service standards while maintaining an excellent level of guest satisfaction.

Qualifications

• At least 4 years of relevant guest-facing experience in hospitality, leisure, or service industries.
• Strong guest service and interpersonal skills with professional guest & colleague communication.
• Good verbal and written communication skills.
• Service-oriented approach with the ability to understand and respond to guest needs.
• Strong organizational and problem-solving abilities to manage multiple tasks in a fast-paced environment.
• Ability to remain calm and professional handling guest inquiries or complaints.

Responsibilities

• Assist in creating the WOW experience for guests.
• Serve as the main point of contact for VIP guests and brief hotel departments on VIP requirements.
• Deliver high-quality service and adhere to brand standards to meet executive guest expectations.
• Maintain knowledge of hotel products, services, pricing and promotions, including VIP events.
• Manage front desk queues and assist with arrivals/departures as needed.
• Be knowledgeable in preparation and serving of alcoholic and non-alcoholic beverages.
• Ensure F&B setups meet standards in collaboration with the Chef.
• Welcome executive guests and assist during their stay, addressing inquiries and complaints.

Skills

Guest-facing

Guest service

Interpersonal skills

Communication skills

Organizational skills

Problem solving

Teamwork

Shift flexibility

Multi-language

Job description

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! Long Description: You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Guest Experience Executive, you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

• Assist in “WOW” experience of guests.
• Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements.
• Deliver the highest quality and brand service standards to consistently meet and exceed executive Guest and VIP expectations
• Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.
• Manage queue at the desk and assist with the arrivals and departures at the front desk when required.
• Be knowledgeable in the preparation and serving of alcoholic and non-alcoholic beverages.
• Ensure that F&B setups during various offerings are maintained and coordinated to the agreed standards with Chef
• Welcome Executive Guests on arrival and assist them during their stay dealing efficiently with enquiries and any complaints.
• Maintain the required level of inventory on F&B items and Guest amenities.
• Demonstrate a knowledge of external locations, attractions and landmarks in the vicinity.
• Project a professional image and manner with an emphasis on hospitality and Guest service.
• Solicit and provide feedback to the Guest Experience Manager on guest comments.
• Ensure that the Lounge and Reception areas are kept in clean and presentable conditions at all times
• Comply with Hotel security, fire regulations and all health and safety legislation
• Familiarize with Hotel and Guest Experience policies.
• Undertake tasks as instructed by the Guest Experience Manager
• Serve your role and Team in an environmentally-conscious manner
• Coach new Guest Experience Executives on role and responsibilities
• Adhere to the hotel’s security and emergency policies and procedures.
• Carry out any other reasonable duties and responsibilities as assigned.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

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 4 years of relevant experience in guest-facing roles within the hospitality, leisure, retail or related service industries.

• Strong guest service and interpersonal skills, with the ability to communicate professionally with guests and colleagues.

• Good verbal and written communication skills.

• A service-oriented approach with the ability to understand and respond appropriately to guest needs.

• Good organisational and problem-solving skills, with the ability to manage multiple tasks in a fast-paced environment.

• The ability to remain calm and professional when handling guest enquiries, feedback or challenging situations.

• The ability to work effectively both independently and as part of a team.

• Willingness to work shifts, including weekends and public holidays, in accordance with operational requirements.

• Knowledge of an additional language is an added advantage when communicating with guests, where relevant to business needs.

• A professional approach and commitment to maintaining hotel and brand service standards.

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.