Executive Floor Guest Service Executive - Conrad Singapore Orchard
Exceptional Hospitality Starts with You
Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! Long Description: You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As an Executive Floor Guest Service Executive, you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Here’s what you’ll do during a typical day:
Assist in “WOW” experience of guests.
Serve as the main point of contact for Executive Lounge and VIP guests and ensure hotel departments are fully briefed on Guests requirements.
Deliver the highest quality and brand service standards to consistently meet and exceed Executive Lounge and VIP guests’ expectations
Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.
Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
Provide food and beverage services to Executive Floor guests, assists in the daily check in and check out as well as the Executive Floor lounge operation.
Ensure that the Executive Lounge equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
Manage queue at the front desk and assist with the arrivals and departures at the front desk when required.
Be knowledgeable in the preparation and serving of alcoholic and non-alcoholic beverages.
Ensure that F&B setups during various offerings are maintained and coordinated to the agreed standards with Chef
Welcome Executive Lounge Guests on arrival and assist them during their stay and efficiently answer enquiries and any complaints.
Maintain the required level of inventory on F&B items and Guest amenities.
Demonstrate a knowledge of external locations, attractions and landmarks in the vicinity.
Project a professional image and manner with an emphasis on hospitality and Guest service.
Actively take part in training where and when required, attend formal training sessions and on the job trainings to ensure standards and develop skills and abilities.
Collect daily requisitions of food and amenity items from Receiving and Stores, ensuring that only quality items are accepted and then prepared.
Manage the inventory of food stock, ensuring that items are not wasted and are handled correctly.
Clean and tidy the Executive Lounge Pantry on a daily basis, ensuring that it is free from rubbish and that it adheres to health and safety standards.
Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
Solicit and provide feedback to the Executive Floor Manager on guest comments and any operation issues.
Ensure that the Lounge and Reception areas are kept in clean and presentable conditions at all times
Handle food and beverages in a safe, hygienic and professional way, ensuring that all caution is taken when handling food and when cleaning in order to prevent sickness and contamination.
Comply with Hotel security, fire regulations and all health and safety legislation
Familiarize with Hotel and Executive Lounge policies.
Promote Hilton Honors and its associated benefits to guests who are not already 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.
Undertake tasks as instructed by the Executive Floor Manager
Serve your role and Team in an environmentally-conscious manner
The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
What It Takes to Make the Stay
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
In addition, this role requires the following minimum qualifications:
At least 2 years of experience in a customer-facing role, preferably within the hospitality, luxury retail, leisure, or service industry, or relevant Front Office experience.
Familiarity with luxury food and beverage service standards or a willingness to learn established service procedures.
Strong organisational skills with the ability to remain calm and efficient in a fast-paced environment.
Excellent interpersonal and communication skills.
Demonstrated commitment to delivering high standards of customer service.
Ability to understand customer needs and respond professionally and effectively.
Proficiency in spoken and written English; proficiency in additional languages is an advantage.
Reliable, responsible, and able to take ownership of assigned responsibilities.
Ability to work effectively under pressure while maintaining service standards.
Flexible and adaptable to varying operational requirements, including shift work where applicable.
Ability to work collaboratively as part of a team as well as independently.
How We’ll Help You Thrive
At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program
Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you covered
*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.