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Executive Lounge Manager

3 months ago

Orchard, Singapore Hilton Full time
Executive Lounge Manager (Hilton Singapore Orchard)

The Executive Lounge Manager 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.


What will I be doing?
As the Executive Lounge Manager, you will be responsible for performing the following tasks to the highest standards:

  • Complete the registration process by inputting and retrieving information from the computer system, confirming relevant information including number of guests and room rates.
  • Drive departmental objectives for self and team, and work together to achieve the goal accordingly.
  • Make appropriate selection of rooms based on guest needs, coding electronic keys and nonverbally confirming room numbers and rates.
  • 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.
  • Ensure that rooms and services provided by the hotel are correctly accounted for within guests' statements, assisting guests with check out payments or charges, accepting and recording vouchers, credit card transactions, traveller's checks and other forms of payment, converting foreign currency at current posted rates.
  • Greet guests with a friendly and sincere welcome tone using a positive and clear speaking voice, listening to understand requests, responding with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
  • Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.
  • Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for guests as requested.
  • Record guests' complaints, conducting thorough research to develop the most effective solutions and negotiate results.
  • Listen and extend assistance in order to resolve problems raised by guests.
  • Remain calm and alert especially during emergency situations and heavy hotel activity.
  • Plan and implement detailed steps by using experienced judgment and discretion.
  • Take on an active role in the team by being kind, cooperative, and helpful, never forgetting the person behind the guest.
  • Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.
  • 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.
  • Take on an active role in the Executive Lounge team, ensuring effective communication and working as a team in order to reach goals and targets.
  • Create a warm and welcoming arrival for guests, ensuring that they feel welcome and "athome" upon arrival.
  • Checkin guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired about, and method of payment secured.
  • Ensure that guests are informed on hotel facilities and room features and luggage is delivered in a prompt manner.
  • Handle complaints promptly and efficiently, taking the necessary action, informing the Duty Manager/ Assistant Front Office Manager to followup where appropriate.
  • Followup with all guests to ensure satisfaction with problem resolution.
  • Maintain awareness of guests' profiles and specific preferences, ensuring that they are acted upon for each reservation.
  • Ensure that VIP guests are treated personally and recognized as an individual.
  • Assist the Duty Manager by blocking rooms according to guests' preferences.
  • Arrange welcome cards and ensure that they are placed in guests' rooms or presented at the time of arrival.
  • Coordinate with relevant departments to arrange inroom amenity setups according to VIP level and for special occasions i.e. Birthdays and Honeymoon and etc.
  • Facilitate the operation of the VIP gift amenities menu by offering it to guests, ensuring that VIPs receive their chosen amenities.
  • Liaise with Sales, Reservations and the Business Development team to handle corporate guests.
  • Promote Hilton Honors and its associated benefits to guests who are not enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
  • Carry out ticket reconfirmation, any other bookings and make guest reservations when required.
  • Ensure a prompt and efficient departure by settling guest's accounts as per billing and reservation instructions, ensuring that all guests' folios are correct.
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