Lobby Ambassador

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! You will be the primary point of contact for guests during their stay, ensuring that they receive personalized attention and support. Your role will be key in building relationships with guests, enhancing their stay, and ensuring guest loyalty. As a  Lobby Ambassador and managing special requests – 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:

• Be the brand ambassador of the hotel, providing a positive “first impression” while guests walk-in to the hotel.
• Deliver the highest quality and brand service standards to consistently meet and exceed Guest expectations.
• Anticipate guests need, handle enquiries and complaints, promptly and efficiently.
• Create a positive work environment by maintaining the highest level of ethics and integrity consistent with applicable HILTON and Conrad Centennial Singapore guidelines.
• Command a presence of respect and humility; demonstrating the ability to motivate and readily communicate expectations and follow up with TMs across department in the hotel.
• Ensuring self is well groomed at all times. Luxury in self-image and service delivery is to be applied at all time.
• Works with CRM systems to ensure that customer feedback is properly logged, monitored and addressed.
• Making sure SALT Score is always above target with Overall Experience meets MTD/YTD Target.
• To be able to empower oneself to make bold and quick decisions that is aligned with meeting guests expectations across departments.
• Welcoming and greeting guests in the Lobby, ensuring Guests feels welcome and delivering the WOW service to every guest handled.
• Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service
• Involving in the Conrad Experience for guests celebrating moments with us.
• Investigate and resolve customer complaints in person, on the phone, and via mail.
• Going through Daily VIP Reports and ensuring VIPs are greeted and send off well. All information is to be shared with relevant department.
• Ensuring the lobby is kept clean all the time, guests are properly handled in queue and a smooth check in and check out process. 
• To be aware of daily Events and its VIP Guests arrival.
• Serve your role and Team in an environmentally conscious manner.
• Develop a close and harmonious working relationship with all the other departments in the hotel, while maintaining good communication with other hotel departments to assist with guests' needs. 
• Have complete knowledge of Hilton hotel SOPs and local policies. 
• Leverage on Artificial Intelligence (AI) / technology such as Kipsu, SALT and Synergy to proactively meet customers’ needs while shape culture and processes for innovation and continuous improvement 
• Knowledgeable on all facts on hotel products, including room types, room rates, relative features and facilities, Food & Beverage outlets and the Executive Lounge. 
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

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:

• Relevant experience in a customer service supervisory role or a similar position within a service-oriented environment.
• Proven experience in managing guest-facing operations and delivering high-quality customer service.
• Strong organisational, interpersonal, and communication skills, with the ability to engage effectively with guests and Team Members.
• Ability to remain composed and exercise sound judgement in a fast-paced and dynamic work environment.
• Demonstrated ability to respond effectively to guest needs and resolve service-related issues professionally.
• Ability to prioritise tasks, manage multiple responsibilities, and adapt to changing operational requirements.
• Demonstrated accountability, initiative, and commitment to delivering exceptional guest experiences.
• Ability to work collaboratively with Team Members across departments to achieve operational and service objectives.
• Maintain a professional appearance in accordance with the hotel's grooming standards.
• Experience in Guest Relations or Front Office operations within a hotel or hospitality environment is preferred.
• Proficiency in English is required. Proficiency in additional languages is an advantage where it supports communication with guests.
• Diploma or Degree in Hotel Management or a related field, or an equivalent professional qualification.

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.