Jobs bei Hilton Worldwide, Inc. in Singapur

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 travellers 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.

Position Statement

The Guest Experience Manager meet and greets guests, providing prompt and courteous service. He/ she ensure guest stay was satisfied and resolves guests’ challenges throughout their stay in the hotel, upgrading or promoting hotel services and amenities, ensure quality service was provided to guest.

What will I be doing?

As the Guest Experience Manager, you will be responsible for performing the following tasks to the highest standards:

• Oversee daily operations in all Guest Experience team, drive departmental objectives for self and team, ensure effective communication and working in a team in order to reach department KPIs.
• Create a “WOW” experience of guests, elevating on guest experience - inclusive of high impact touch points and consistently meet and exceed guests and VIP expectations.
• Driving SALT, TripAdvisor and key external sites review such Google and major OTA sites ensure self and the team consistently provide great experiences to guest.
• Ensure that appropriate training was conducted to Guest Experience team to perform on their task.
• Conduct pre-shift briefings and advise your shift team of any special events or VIP Guests in the hotel that day.
• Monitor the appearance, standards and performance of Team Members with an emphasis on training and team work.
• Support new team members in any areas that they are not yet competent to handle independently.
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and guest care to team members and guests.
• Promote and administer Hilton Honors programs.
• Manage queue at the front desk and assist with the arrivals, and offer express check out for departing guest at the front desk when required.
• Welcome guests on arrival and assist them during their stay dealing efficiently with enquiries and any complaints.
• Handle complaints promptly and efficiently, empowered to take the necessary action, informing the Duty Manager/ Assistant Front Office Manager to follow-up where appropriate.
• Solicit and provide feedback to the Assistant/ Front Office manager on guest comments/ post stay survey.
• Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements.
• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.
• Promptly answer the telephone and email inquiries, inputting messages into the guest profile and advise other team members on special guests’ needs.
• Retrieve messages and communicate the content to guests, retrieving mail, packages and/ or other special items for guests as requested.
• Remain calm and alert especially during emergency situations and heavy hotel activity by comply with Health & Safety, Emergency Management, the Disaster manual, and Fire procedures and regulations, taking part in the fire team when and where directed.
• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
• Coordinate with relevant departments to arrange in-room amenity set-ups according to VIP level and for special occasions – i.e. Birthdays and Honeymoon and etc.
• Attend front desk daily briefings, shift handovers, meetings and share to the team on updates.
• Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.
• Understand local tourism culture and city profile to provide considerate service to guests.
• Serve your role and Team in an environmentally-conscious manner.
• Ensure that all team members have a complete understanding of and adhere to the hotel’s team member rules and regulations.
• Familiar with hotel operating system especially OnQ PM, Kipsu, HotSOS.
• Ensure that all reporting and servicing deadlines are met on a timely basis.
• Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for?

A Guest Experience Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• At least 4 years of previous experience in the hotel, leisure or retail sector.
• Calm, efficient, resourceful and organized.
• Excellent personal presentation and communication skills.
• A passion for delivering Exceptional levels of Guest Service.
• Ability to listen and respond to demanding Guest needs.
• Multi-lingual.
• Accountable and resilient.
• Ability to work under pressure.
• Flexibility to respond to a range of different work 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!