Guest Service Executive

Hilton Worldwide, Inc.; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A leading global hospitality company is seeking a Guest Service Executive in Singapore to manage front desk operations and ensure guest satisfaction. The successful candidate will handle customer inquiries and complaints, coordinate group arrivals and departures, and maintain a high level of service. Strong customer service skills and the ability to resolve conflicts are essential. Experience in the hospitality industry is preferred.

Qualifications

• Ability to effectively deal with internal and external customers, showing patience and diplomacy.
• Basic mathematical skills for complex calculations.
• Ability to listen effectively to understand instructions.

Responsibilities

• Manage front desk operations and ensure guest satisfaction.
• Resolve customer complaints efficiently.
• Ensure effective communication with staff during meetings.

Skills

Customer service skills

Conflict resolution

Mathematical skills

Effective listening

Job description

Job Description - Guest Service Executive (HOT0BRA6)

Job Description

Guest Service Executive

Work Locations

Hilton Garden Inn Serangoon - Singapore
3 Belilios Road Singapore 219924

A Guest Service Executive collaborates with other department and functions to ensure that our Guests receive an exceptional experience from check‑in through check‑out.

What will I be doing?

• Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.
• Assist Operators, Reservation Agents, and other departments with any questions or requests.
• Resolve customer complaints by conducting thorough investigation of the situation and coming up with the most effective resolution.
• Prepare and conduct daily pre‑shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton Standards.
• Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager.
• Respond promptly to guest requests for a supervisor or manager.
• Ensure that a detailed hand‑over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place.
• Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel.
• Ensure our customers receive a fast, efficient and friendly check‑in and check‑out.
• Ensure all customers’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained.
• Preparation and co‑ordination of group arrivals/departures.
• Ensure a good performance‑oriented working environment within the department and motivate the staff.
• Participate regularly in training courses and put the skills learned there into practice.
• Receives payment by cash, credit cards, cheques, etc. and is able to post these in the computer correctly.

Have detailed knowledge of the fire, safety and evacuation procedures of the hotel.

What are we looking for?

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts.
• Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error.
• Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
• Ability to see and hear in order to observe and detect signs of emergency situations.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!