Personal Concierge/ Lobby Ambassador

Responsibilities

• As Personal Concierge, you will directly address the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience.
• A Personal Concierge is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
• Meet, greet and direct Guests who enter the lobby area
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
• Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
• Assign and follow up on amenities process
• Serve as a point of contact for long-stay Guests of 6 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
• Manage, record and resolve promptly Guest or customer complaints
• Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
• Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
• Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
• Maintain good communication and work relationships in all hotel areas
• Maintain staffing levels to meet business demands
• Attend all Reception meetings and Executive Lounge Meetings
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments, as necessary.

Qualifications

Hospitality

Integrity

Leadership

Teamwork

Ownership

Now

Join an Award-Winning Workplace Culture

Benefits

• 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
• Paid parental leave – Because family matters.
• We offer paid leave for eligible Team Members, including partners and adoptive parents
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first.
• Through our Care for All hub, we provide resources to help our Team Members to care for themselves and their loved ones.
• In many countries, eligible Team Members receive free counseling and support through our Employee Assistance Program (EAP).
• 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.