Guest Experience Manager

2 weeks ago

Singapore OUE LIMITED Full time $4,000 - $6,000 per year


Position Statement

What will I be doing?
  • Assist to oversee daily operations in all Guest Experience team, drive departmental objectives for self and team, ensure effective communication and working in a team 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.
  • Lead the Guest Experience team to ensure that appropriate training was conducted, and guidance provided to perform on their task.
  • Coach new Guest Experience Executive on roles and responsibilities and support new team members in any areas that they are not yet competent to handle independently.
  • Conduct pre-shift briefings and advise your shift team of any special events or VIP Guests in the hotel that day.
  • 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 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.
  • Develop and maintain relationship with VIP guest and special attention guests, recognizing their preferences and ensuring attention are met and ensure information are shared across the hotel departments.
  • Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.
  • 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.
  • 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.
  • Attend front desk daily briefings, shift handovers, meetings and share to the team on updates.
  • Ensure Guest Experience team has 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.
  • Familiar with hotel operating system especially OnQ PM, Kipsu, HotSOS.
  • Carry out any other reasonable duties and responsibilities as assigned.
What are we looking for?
  • 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
  • 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?

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