Guest Experience & Front Office Leader

Hilton; Singapore; Remote; SGD 47,000 - 54,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Go Hilton discount program

Job summary

Hilton in Singapore is seeking a Guest Experience Manager to oversee the front office and guest services teams, ensuring exceptional service for all guests, including VIPs. You will manage check-in/check-out, guest profiles, and authorise personalised stays while leading a team to meet brand standards.

The role requires strong leadership, budgeting and cross-department coordination, with English proficiency and a hospitality qualification as an advantage.

Qualifications

• Strong communication and interpersonal skills.
• Supervisory or managerial experience in Front Office, Guest Relations, Executive Lounge or a comparable guest-facing hotel environment.
• Good working knowledge of Front Office operations, VIP and guest handling, room assignments, guest profiles and service recovery.
• Ability to handle guest feedback and complaints professionally, with sound judgement in service recovery situations.
• Ability to plan, prioritise and organise departmental work, including staffing, scheduling and resource allocation.
• Working knowledge of budgeting and expense control, with the ability to monitor departmental spend against approved budgets.
• Ability to lead, train and develop a team, and to guide Team Members to consistently meet brand service standards.
• Ability to coordinate effectively across departments, including Front Office, Housekeeping, Sales and the wider Rooms Division.
• Good attention to detail and ability to maintain accurate guest records and preferences.
• Proficiency in English required for guest communication and coordination with hotel departments; proficiency in additional languages is an advantage where it supports service to specific guest segments.

Responsibilities

• Oversee the daily operations of the front office and guest services teams to ensure outstanding service.
• Manage VIP guests check-in and check-out processes and guest preferences.
• Hire, train and develop the Guest Experience team; conduct performance appraisals.
• Schedule staff according to approved staffing levels.
• Deliver the highest quality and brand service standards to meet and exceed guest expectations.
• Handle guest inquiries and complaints promptly, professionally and efficiently, ensuring proper follow-up and service recovery.
• Maintain guest profiles and special preferences to support personalised service for future stays.
• Collaborate across departments to support memorable guest experiences.
• Ensure operating equipment in the Lounge is maintained to the highest working order.
• Leverage technology and systems to proactively meet guest needs and drive continuous improvement.

Skills

Communication

Supervisory experience

Front Office

VIP handling

Guest profiles

Budgeting

Team leadership

Cross-department coordination

English proficiency

Education

Hotel Management qualification (advantage)

Job description

Hilton in Singapore is seeking a Guest Experience Manager to oversee the front office and guest services teams, ensuring exceptional service for all guests, including VIPs. You will manage check-in/check-out, guest profiles, and authorise personalised stays while leading a team to meet brand standards.

The role requires strong leadership, budgeting and cross-department coordination, with English proficiency and a hospitality qualification as an advantage.