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On-site
Experience
Some experience
About the role
You will be the voice of the hotel's communications centre, handling all guest and internal calls, messages and enquiries during your shift. The role sits within the Communications team at Hilton Singapore Orchard and suits someone with a strong service mindset who can stay calm under pressure and keep information flowing accurately between guests and departments.
What you'll do
Seek verbal feedback from guests and colleagues regularly and act on it to improve service.
Communication Executive (Hilton Singapore Orchard) job at Hilton, Orchard Boulevard | WorkJio
Promote Hilton Honors and its benefits to guests who are not yet enrolled, and make sure existing members feel recognised and receive their benefits.
Keep a sales mindset to help maximise hotel revenue.
Handle guest complaints and comments positively, follow up, and report back to the Communications Manager or Duty Manager.
Follow up with guests after problems are resolved to confirm they are satisfied.
Maintain guest history records to help with returning guests.
Respond to all guest requests and queries promptly, and assist on the floor during peak periods.
Be available to help on duty during busy days or special events.
Be proactive with guests, help with reasonable requests, and coach team members to anticipate guest needs.
Manage internal and external enquiries quickly, directing them to the right person and providing information as needed.
Handle all hotel communications — telephone, fax and mail — in a prompt, courteous and efficient way so guests feel welcome.
Stay up to date on hotel facilities, attractions, places of interest and local activities.
Deliver messages privately and confidentially, making sure they are received clearly, accurately and on time.
Provide wake-up call services on schedule.
Know Hilton's departmental standards, run the Telecommunication Centre as a Communications Centre according to brand standards, explain standards to the team, assess performance against them and monitor through regular checks.
Be familiar with hotel operating systems including OnQ PM, Kipsu, HotSOS, PBX, table management system and Micros.
Be a kind, cooperative and helpful team member, always remembering the person behind the guest.
Record all equipment, know the systems and functions, and take charge of the section when the Communications Manager is away.
Describe, assign and delegate duties and authorities for the department's operation.
Know hotel and departmental KPIs, especially SALT and Hilton Honors enrolment, and help the Communications Manager drive results.
Plan and coordinate with the team to ensure adequate resources are available.
Coordinate with relevant departments to ensure requests are followed up and follow-up procedures are maintained.
Communicate with the F&B and Culinary teams to keep in-room dining quality up to hotel standard.
Be fully familiar with emergency procedures and the fire system, and ensure all Communications team members know them too.
Hand over information to the next shift.
Maintain in-de
Requirements
At least 1 year of experience in the same position in a 5-star international branded hotel or comparable industry-related experience
High customer service focus, always keeping the customer in mind
Takes personal responsibility and initiative to resolve issues, communicating clearly with customers and colleagues
Motivated and committed, approaching tasks with enthusiasm and seizing opportunities to learn
Strong team focus, showing cooperation and support to colleagues
Contributes ideas and suggestions to enhance operational or environmental procedures
Apply on the company website
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