Lobby Ambassador – Guest Experience Specialist

About the role

As a Lobby Ambassador at Conrad Singapore Orchard, you will be the primary point of contact for guests, delivering personalized attention and creating memorable experiences throughout their stay. You will represent the hotel’s brand, ensure a warm first impression, and support guests with any request or issue.

Key responsibilities

• Welcome and greet guests in the lobby, providing a positive first impression and delivering “WOW” service.
• Handle guest enquiries, special requests, and complaints promptly and efficiently, both in person and via phone or email.
• Maintain the lobby’s cleanliness, manage queues, and ensure smooth check‑in and check‑out processes.
• Log and monitor guest feedback using CRM systems, ensuring issues are addressed and satisfaction scores stay above target.
• Coordinate with other hotel departments to fulfill guest needs and share VIP arrival information.
• Uphold the highest standards of grooming, ethics, and integrity in line with Hilton and Conrad guidelines.
• Utilise AI‑enabled tools such as Kipsu, SALT and Synergy to anticipate and meet guest expectations.

Required profile

• Strong hospitality mindset with a genuine desire to brighten guests’ days.
• Excellent communication skills and the ability to motivate and collaborate with team members across departments.
• High level of personal grooming and a professional appearance at all times.
• Ability to make quick, bold decisions that align with guest‑centric service standards.
• Commitment to ethical conduct and environmental responsibility.

Required skills

• Proficiency with CRM systems for guest feedback management.
• Experience using Kipsu, SALT and Synergy platforms.
• Familiarity with AI‑enabled hospitality technology.