Guest Service Executive - Conrad Service Centre (Conrad Singapore Orchard)

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travelers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

A Conrad Service Guest Service Executive is responsible for making the guest’s experience over the phone as pleasant as possible, by extending a warm greeting, assisting guests with any special requests, and responding to queries in a timely manner. The Conrad Service Guest Service Executive supervises the activities of the Conrad Service Center and ensures efficient communication across departments to provide guests with optimal service according to Conrad Hotels and Resorts standards, policies, and procedures.

What will I be doing?

As a Conrad Service Guest Service Executive, you will oversee the Conrad Service Team activities and ensure the completion of daily tasks. You will support the Conrad Service Center Manager in communicating updates from various departments to deliver outstanding guest service through every phone call. Your specific responsibilities include:

• Maintaining the highest service standards with a pleasant and courteous manner, following Forbes standards.
• Answering all internal and external calls related to guest requests, restaurant bookings, handling emails, and guest communications, responding promptly to inquiries and special requests.
• Handling guest comments and liaising with the Duty Manager when necessary.
• Managing multiple calls simultaneously.
• Being knowledgeable of hotel facilities, restaurant and bar menus, promotions, and floor plans and capacities.
• Using guest history information to ensure maximum recognition and accuracy.
• Providing clear directions to the hotel from various locations.
• Ensuring effective communication with the team and guests to achieve consistent results.
• Updating the guest database to recognize regular and VIP guests, including tracking special dates like birthdays and anniversaries for personalized service.
• Handling inquiries, group bookings, and daily reservations efficiently.
• Practicing Hilton grooming standards, including uniform, cleanliness, and personal hygiene.
• Being familiar with the hotel’s emergency procedures and ensuring correct execution.
• Maintaining high standards for telephone equipment.
• Handling messages accurately and promptly, including wake-up calls.
• Staying informed about daily hotel events and VIP arrivals.
• Maintaining security of the Conrad Service Center at all times.
• Having a backup manual system and training staff for system downtime.
• Familiarity with handling Kipsu, SynergyMMS, and OnQ PM systems.
• Controlling hotel telephone and mobile phone inventory.
• Promoting Hilton Honors membership and benefits, ensuring guests are aware and benefits are received.
• Management reserves the right to modify this job description at any time.

What are we looking for?

A Conrad Service Guest Service Executiveserving Hilton Brands should embody the attitude, behaviors, skills, and values that include:

• High school diploma or hospitality-specific education.
• Positive attitude and excellent grooming standards.
• Strong commitment to customer service.
• Flexibility in work situations.
• Team-oriented with cooperative and supportive attitude.
• Outgoing personality and open-mindedness.
• Calm, organized, with the ability to prioritize and meet deadlines.
• Excellent interpersonal, supervisory, and communication skills (oral and written).

What will it be like to work for Hilton?

Hilton is a leading global hospitality company, offering a range of accommodations from luxury hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has been committed to providing exceptional guest experiences with a focus on service, amenities, and value. Our vision is to fill the earth with the light and warmth of hospitality, uniting us as a team to create remarkable experiences worldwide, driven by our dedicated Team Members.