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.
The Lobby Ambassador is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role is responsible for the operation of all Front Desk operations, the Transportation team, Concierge, and Conrad Service Centre.
What will I be doing?
As Lobby Ambassador, you will be the brand ambassador of Conrad Singapore Orchard. You are responsible for offering excellent customer service, options, and other solutions to meet guest needs. Specifically, a Lobby Ambassador will be responsible for performing the following tasks to the highest standards:
- Be the brand ambassador of the hotel, providing a positive “first impression” while guests walk-in to the hotel.
- Deliver the highest quality and brand service standards to consistently meet and exceed Guest expectations.
- Anticipate guests needs, handle enquiries and complaints, promptly and efficiently.
- Create a positive work environment by maintaining the highest level of ethics and integrity consistent with applicable HILTON and Conrad Centennial Singapore guidelines.
- Command a presence of respect and humility; demonstrating the ability to motivate and readily communicate expectations and follow up with TMs across department in the hotel.
- Ensuring self is well groomed at all time. Luxury in self-image and service delivery is to be applied at all time.
- Works with CRM systems to ensure that customer feedback is properly logged, monitored and addressed.
- Making sure SALT Score is always above target with Overall Experience meets MTD/YTD Target.
- To be able to empower one’s self to make bold and quick decisions that is aligned with meeting guests expectations across departments.
- Welcoming and greeting guests in the Lobby, ensuring Guests feels welcome and delivering the WOW service to every guests handled.
- Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service
- Involving in the Conrad Experience for guests celebrating moments with us.
- Investigate and resolve customer complaints in person, on the phone, and via mail.
- Going through Daily VIP Reports and ensuring VIPs are greeted and send off well. All information are to be shared with relevant department.
- Ensuring the lobby is kept clean all the time, guests are properly handled in queue and a smooth check in and check out process.
- To be aware of daily Events and its VIP Guests arrival.
- Serve your role and Team in an environmentally conscious manner
- Develop a close and harmonious working relationship with all the other departments in the hotel, while maintaining good communication with other hotel departments to assist with guests' needs.
- Have complete knowledge of Hilton hotel SOPs and local policies.
- Leverage on Artificial Intelligence (AI) / technology such as Kipsu, SALT and Synergy to proactively meet customers’ needs while shape culture and processes for innovation and continuous improvement
- Knowledgeable on all facts on hotel products, including room types, room rates, relative features and facilities, Food & Beverage outlets and the Executive Lounge.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
What are we looking for?
A Lobby Ambassador serving Hilton Brand hotels and vacations is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
- At least 5 years of previous experience in customer service supervisory or similar level
- Calm, efficient, resourceful and organised
- Excellent interpersonal communication skills
- Excellent grooming standards
- A passion and commitment to 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
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Experience in Guest Relations or Front Office in a managerial role in a luxury hotel environment
- Multi-lingual
- A degree or diploma in Hotel Management or equivalent
What benefits will I receive?
Your benefits will include holiday entitlement - as an employee you can become a member of ‘Go Hilton’ Programme which provides reduced hotel room rates in our hotels worldwide, plus discounts on products and services offered by Hilton Worldwide and its partners. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton.
