Lobby Ambassador (Arabic Speaker) - Hilton Abu Dhabi Yas Island

Exceptional Hospitality Starts With You

Lobby Ambassador (Arabic Speaker)

Responsibilities

• 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 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 time. 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 one’s self 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 guests handled.
• Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service
• Involving in the Hilton 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 are 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.

Qualifications

Hospitality

Integrity

Leadership

Teamwork

Ownership

Now

• , bringing urgency and discipline to every moment, knowing it can make a lasting impact.
• In Addition, This Role Requires The Following Minimum Qualifications
• Proven experience in managing guest-facing operations and service delivery Demonstrates calmness, efficiency, resourcefulness, and strong organisational skills in handling daily operations
• Strong interpersonal and communication skills, with the ability to engage effectively with guests and team members
• Ability to listen attentively and respond appropriately to guest needs, including challenging or high-demand situations
• Demonstrates accountability, resilience, and sound judgement under pressure Ability to adapt and perform effectively in a dynamic work environment with varying operational demands
• Maintains a professional and presentable appearance in line with organisational standards
• Demonstrated commitment to delivering high-quality guest service experiences
• Experience Front Office management

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