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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 oversee the daily operations of the executive floor and lounge, ensuring that VIP guests receive exceptional service. Your leadership will ensure a flawless experience for executive-level guests, from check-in to check-out. As a Guest Experience Assistant Manager, you’re not just delivering personalized and luxury guest experiences – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
ResponsibilitiesHere’s what you’ll do during a typical day:
- Own shift performance across reception and Executive Lounge operations, including service standards, staffing deployment, guest satisfaction and completion of handovers.
- Lead briefings, set priorities, review VIP and special arrangements, and ensure departments receive accurate information about guest needs.
- Resolve sensitive complaints and approve recovery within delegated authority; escalate exceptional cases and keep the Guest Experience Manager informed.
- Supervise Supervisors and team members, provide coaching and documented feedback, identify training needs and support performance follow up.
- Coordinate with Front Office and Housekeeping on room readiness, arrivals, departures and inventory constraints to reduce guest disruption.
- Oversee lounge food and beverage standards, stock controls, hygiene and relevant safety procedures in partnership with Culinary and other support teams.
- Ensure the quality of decorations provided by the Team for guests celebrating occasions are up to the standards.
- Review incident reports, guest feedback and operational trends; implement approved improvements and monitor their effectiveness.
- Ensure accurate OnQ PMS transactions, guest records, cash or credit handling where applicable, and compliance with hotel policies.
- Deliver attentive, personalized service consistent with Conrad and Hilton standards, and protect guest privacy and confidential information.
- Maintain accurate knowledge of hotel facilities, dining, local attractions, current offers, VIP movements and daily events.
- Follow hotel security, emergency, food safety and responsible beverage service procedures applicable to the assigned duties.
- Work with Front Office, Housekeeping, Concierge, Engineering, Culinary and other teams to resolve guest needs and maintain service continuity.
- Perform other reasonable duties related to the role as assigned.
- Adhere to hotel’s safety policies, emergency rules and procedures.
- Perform any other reasonable duties assigned.
- The Management reserves the right to make changes to this job description if necessary.
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:
- Demonstrated experience supervising a guest service team or comparable hotel operation, including shift leadership and performing service recovery.
- Ability to make decisions within delegated authority, manage competing priorities and escalate material risks promptly and with composure.
- Experience coaching performance, planning coverage and coordinating with multiple Hotel departments.
- Ability to use or learn hotel technology systems, proficiency in Microsoft applications is advantageous.
- Clear spoken and written English for guest correspondence, briefings, reporting and team guidance.
- Availability for scheduled shifts, weekends and public holidays in line with operational needs.
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.
