Job Description

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 supervise and guide your team members closely, ensuring the service sequence is flawless and goes beyond guest expectations. As a Captain, you’re not just creating unforgettable dining moments – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

As the Captain, you will be responsible for performing the following tasks to the highest standards:

• Maintain high customer service focus by approaching your job with the customers always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Confidently know the food and beverage menu contents and explain them in detail to guests.
• Understand dietary requirements and offer appropriate suggestions.
• Offer guests an enjoyable and expertly served dining experience based on the Conrad Standard, Core Standard and procedures stated in the Standard Training Manual
• Offer quick, correct, precise and friendly service that is respectful and accommodating of the guest request of selections and timely service.
• Coordinate between the order taker / cashier and kitchen for smooth, coordinated service.
• Make the guest feel comfortable and at ease in his / her room.
• Control the cleanliness in the IRD areas, as well as guest corridors.
• Keep accurate control of guest posting procedures.
• Inform the manager or assistant of all customer complaints and make appropriate efforts to correct the problem.
• Set up order on trays and tables and transport them to guest floor and rooms.
• Complete opening and closing side work as assigned.
• Remove tray and tables from guestrooms when requested and corridor when passing by.
• Handle "Do not Disturb Rooms", guest does not answer or the wrong items were delivered or forgotten.
• Receive orders and distribute to server and ensure orders are processed without delay.
• Supervise the table set up, making sure hot items are placed in heaters, cold items are on ice, when necessary and make any adjustments or correction.
• Check all trays and tables before they go to the elevator to ensure the completeness and correctness.
• Ensure all IRD reports are submitted on timely manner.
• Ensure the par stocks are maintained for all items such as linen, silver, glassware, beverages and dry goods so there are no shortages or interruptions in service.
• Set an example for all staff in IRD concerning willingness to learn, neatness, appearance, professionalism, quality and standards of service, behaviors etc.
• Maintain a close working relationship with stewarding, kitchen, and Front Desk so that the Conrad Standards are ensured.
• Ensure all side duties are completed in a timely manner and report to supervisor / manager.
• Conduct oneself in a professional manner at all times to reflect the high standards of Conrad and encourage other staff to do the same.
• Respond properly in any hotel emergency or safety situation.
• The ability to follow the job functions of Order Taker in their absence as stated in the Order Taker Job Description.
• Follow-up on any guest questions or queries immediately and if you don’t have the answers, check with your manager.
• Give guest service the highest priority.
• Avoid offensive or impolite language.
• Report any accidents / incidents to the Supervisor / Assistant Manager / Manager.
• Carry out any other reasonable duties and responsibilities as assigned.

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 hospitality qualifications or equivalent work experience are preferred.
• Ability to communicate effectively in English, both verbally and in writing, to support guest service and workplace communication.
• Demonstrates initiative, a positive attitude, and a willingness to learn and continuously develop new skills and knowledge.
• Ability to adapt to changing operational requirements and perform assigned duties in a dynamic environment.
• Ability to work collaboratively with colleagues and contribute to achieving team goals.
• Basic knowledge of food and beverage preparation, beverage service, and responsible alcohol service.
• Ability to learn, remember, and confidently recommend menu items to guests.
• Strong interpersonal and guest service skills.
• Ability to work rotating shifts, including evenings, weekends, and public holidays, based on operational requirements.

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.