Careline Manager – Pre-Opening

About the role

The Careline Manager will oversee the Communication Centre (MAGIC Centre) for the pre‑opening DoubleTree by Hilton Singapore Robertson Quay. In this role you will ensure that all guest enquiries, complaints and service requests are handled promptly, professionally and in line with Hilton brand standards.

Key responsibilities

• Actively solicit and act on verbal feedback from guests and team members to drive continuous service improvement.
• Promote Hilton Honors enrollment and deliver personalized service to members.
• Manage guest complaints, coordinate follow‑up with Front Office managers and ensure timely resolution and service recovery.
• Maintain guest histories and respond to all guest requests and queries efficiently, especially during peak periods.
• Provide on‑floor assistance during busy days and special events, and train team members to anticipate guest needs.
• Handle internal and external enquiries, direct calls, emails and faxes to the appropriate departments, and ensure courteous communication.
• Oversee wake‑up call service, message handling and confidentiality for all guest communications.
• Lead the Communication Centre, monitor performance, develop action plans and ensure adherence to Hilton brand and departmental standards.
• Prepare rosters and schedules, coordinate with Housekeeping and Engineering, and manage staffing levels according to occupancy and events.

Required profile

• Strong customer‑service orientation with the ability to turn complaints into positive experiences.
• Proactive, detail‑oriented and capable of training and motivating a team.
• Excellent communication skills and the ability to work under pressure during peak periods.
• Good knowledge of hotel operations and Hilton brand standards.
• Ability to coordinate with multiple departments and manage a busy communication hub.

Required skills

• FCS (Front Office Control System)
• OnQ PM (Property Management System)
• Micros (Point‑of‑Sale system)