Call Centre Executive

Call Centre Executive – Hilton Singapore Orchard

Location: Singapore

Category: Hotel Operations

Job ID: HOT0C7IW

Company: Hilton Singapore Orchard

Position Summary

The Call Centre Executive is the central communication hub of the hotel. You are responsible for ensuring all internal and external communications are handled with professional excellence, courtesy, and efficiency. By acting as a key link between guests and hotel services, you ensure every interaction reflects the warmth and high standards of the Hilton brand.

What will I be doing?

As a Call Centre Executive, you will perform the following tasks to the highest standards:

Guest Relations & Service Recovery

• Communication Management: Handle all telephone, mail, and digital inquiries promptly, directing guests to the correct parties and providing accurate information on hotel facilities and local attractions.

• Service Recovery: Positively address guest complaints, initiate service recovery, and follow up to ensure total satisfaction.

• Hilton Honors: Promote the benefits of the Hilton Honors program and ensure existing members receive personalized recognition.

• Guest History: Maintain and utilize guest history records to anticipate needs and provide a seamless experience for returning guests.

Operational Leadership

• Section Oversight: Act as the person-in-charge of the section in the absence of the Communications Manager, delegating duties and ensuring smooth shift handovers.

• Technical Proficiency: Utilize hotel systems including OnQ PM, Kipsu, HotSOS, and PBX to manage requests and monitor departmental KPIs (SALT and enrollment targets).

• Quality Control: Conduct regular standards reviews to ensure the Telecommunication Centre operates as a high-functioning Communications Centre.

• Safety & Security: Maintain full familiarity with fire and emergency procedures, ensuring the team is trained and ready to respond.

Departmental Support

• Collaboration: Coordinate with F&B and Culinary teams to ensure In-Room Dining quality meets standards and assist on the floor during peak periods or special events.

• Revenue Focus: Maintain a “sales attitude” to maximize hotel revenue through professional service and upselling.

• Reporting: Complete financial and operating reports as requested, maintaining cost controls without compromising service quality.

What are we looking for?

To successfully fill this role, you should maintain the following attitude, skills, and experience:

• Experience: Minimum 1 year of experience in a similar role within a 5-star international branded hotel or comparable service industry.

• Mindset: High customer service focus with a proactive and enthusiastic approach to problem-solving.

• Resilience: Ability to work effectively under pressure while maintaining a patient and responsible demeanor.

• Teamwork: Strong organizational skills and a commitment to supporting colleagues in achieving team goals.

• Responsibility: A high sense of self-motivation and the ability to take personal initiative to resolve issues.

About Hilton

Hilton is a leading global hospitality company with a vision “to fill the earth with the light and warmth of hospitality.” For over a century, we have provided business and leisure travelers with the finest accommodations and service. Our Team Members are the heart of our mission, and we offer a world of opportunities for those who are passionate about delighting guests.

Hilton is an Equal Opportunity Employer.

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