VIP Guest Experience Lead

HILTON INTERNATIONAL ASIA PACIFIC PTE LTD; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Hilton International Asia Pacific PTE LTD is seeking a Guest Experience Executive to deliver personalized service to VIP and long-stay guests, coordinating with Front Office, Housekeeping and operations to anticipate needs and exceed expectations during every stay.

You will be the face of the hotel in the lobby, manage guest relationships, monitor loyalty programs, handle feedback, and ensure compliance with brand standards while maintaining hospitality excellence across departments.

Qualifications

• Previous experience in guest services, front office, or customer service roles, preferably in hospitality.
• Strong communication and interpersonal skills with a guest-first mindset.
• Ability to handle guest complaints and sensitive situations professionally.
• High level of attention to detail and emotional intelligence.

Responsibilities

• The main responsibilities of the Guest Experience Executive are summarised below; however, the list is not exhaustive.
• VIP & LONG-STAY GUEST MANAGEMENT: Serve as the main point of contact for VIP and long-stay guests (14 days or longer).
• GUEST ENGAGEMENT & FIRST IMPRESSIONS: Meet, greet, and warmly welcome guests upon arrival in the lobby area.
• GUEST FEEDBACK & ISSUE RESOLUTION: Seek regular verbal feedback from guests and respond promptly to all queries.
• RELATIONSHIP MANAGEMENT & LOYALTY PROGRAMMES: Maintain strong relationships with repeat and loyal guests to encourage return visits.
• INTERNAL COORDINATION & COMMUNICATION: Communicate guest preferences clearly across all hotel departments.
• LOBBY EXPERIENCE & BRAND REPRESENTATION: Ensure the lobby reflects a warm, premium guest experience.
• OPERATIONAL STANDARDS & COMPLIANCE: Ensure compliance with hotel security, fire safety, and health & safety regulations.
• EXPECTATIONS: Deliver consistently high levels of personalised and attentive guest service.

Skills

Guest services

Front office

Customer service

Communication

Emotional intelligence

Hotel PMS

Tools

Hotel PMS

Property Management System

Job description

Hilton International Asia Pacific PTE LTD is seeking a Guest Experience Executive to deliver personalized service to VIP and long-stay guests, coordinating with Front Office, Housekeeping and operations to anticipate needs and exceed expectations during every stay.

You will be the face of the hotel in the lobby, manage guest relationships, monitor loyalty programs, handle feedback, and ensure compliance with brand standards while maintaining hospitality excellence across departments.