Guest Experience Executive (Hilton Singapore Orchard)

The Guest Experience Executive greets and registers guests, providing prompt and courteous service. He/ she checks guests out of the hotel and resolves guests’ challenges throughout their stay in the hotel, upgrading or promoting hotel services and amenities, upselling products to guests. As the Guest Experience Executive, you will be responsible for performing the following tasks to the highest standards. Be the brand ambassador of hotel, providing a positive “first impression” while guests walk-in to the hotel. Create a “WOW” experience of guests by deliver the highest quality and brand service standards to consistently meet and exceed executive Guest and VIP expectations. Proactively greet guests at arrival lobby, providing direction, escort guest to the destination, responding with appropriate actions & provide accurate information such on outlet operating hours, on-going promotions, special VIP programs, events, etc. Serve as the main point of contact for VIP guests & ensure hotel departments are fully briefed on VIP Guest. Drive departmental objectives for self and team, and work together to achieve the department goal and KPIs accordingly. Make appropriate selection of rooms based on VIP guest needs and prepare coding electronic keys. In Room check in – Meet and greet guest, complete check in in the room, confirming room rates and obtain valid method of guarantee. Ensure that guests are informed on hotel facilities and room features and luggage is delivered in a prompt manner. Promote and administer Hilton programs such as Hilton Honors to arriving guests, ensuring that guests know location of rooms containing room keys, tokens of appreciation and gifts to guests, etc. Manage queue at the desk and assist with the arrivals and offer express check out for departing guest at the front desk when required. Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions. Promptly answer the telephone and kipsu inquiries, inputting messages into the reservation 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. Handle complaints promptly and efficiently, empowered to take the necessary action, informing the Guest Experience Manager/ Duty Manager/ Assistant Front Office Manager to follow-up where appropriate. 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 daily briefings, shift handovers, meetings and read the logbook on a daily basis. Keeping up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel. Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest. 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. A Guest Experience Executive serving Hilton Brands is always working on behalf of our Guests and working with other Team members. Able to perform moderately complex mathematical calculations without error. Able to access and accurately input information using a moderately complex computer system. Able 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 and resolve conflicts. Good interpersonal skills to provide overall guest satisfaction. Able to work under pressure and deal with stressful situations during busy periods. 1 or 2 years of related working experience preferred.