Guest Experience Executive

About the role

The Guest Experience Executive is the first point of contact for guests at Hilton Singapore Orchard, responsible for delivering a memorable and personalized stay. The role involves greeting, registering, and checking out guests while promoting hotel services and handling VIP needs.

Key responsibilities

• Greet guests in the lobby, provide directions, escort them to destinations and share information on outlet hours, promotions and special programs.
• Act as the main point of contact for VIP guests and ensure all hotel departments are briefed on their preferences.
• Select appropriate rooms for VIP guests and prepare electronic key codes.
• Conduct in‑room check‑in, confirm rates and obtain a valid guarantee.
• Inform guests about hotel facilities, room features and ensure prompt luggage delivery.
• Promote and administer Hilton Honors and other hotel programs to arriving guests.
• Manage front‑desk queues, offer express check‑out and handle arrivals and departures efficiently.
• Receive and process special guest requests, forwarding them to relevant teams when needed.
• Answer telephone and Kipsu inquiries, record messages and communicate guest needs to colleagues.
• Retrieve and deliver mail, packages and other items for guests.
• Remain calm during emergencies, follow health, safety and fire procedures and participate in the fire team as directed.
• Handle complaints promptly, taking appropriate action and escalating to managers when required.
• Maintain awareness of guest profiles and preferences for each reservation and coordinate with relevant departments.

Required profile

• Strong customer‑service orientation with a passion for creating “wow” experiences.
• Excellent communication skills and ability to convey information clearly.
• Calm and alert under pressure, especially during busy periods or emergencies.
• Attention to detail in handling reservations, guest preferences and special requests.
• Team‑player mindset, able to collaborate with multiple hotel departments.
• Flexibility to work varied shifts, including weekends and holidays.

Required skills