Concierge

Role Overview

Concierge at Hilton. The role is based at a Hilton hotel property.

Role Purpose

As Concierge, you serve as a key point of contact for guests and VIP guests throughout their stay, providing information about the hotel and local vicinity while managing first impressions and delivering memorable hospitality experiences.

Key Responsibilities

Guest Interaction & Service Excellence

• Serve as the primary contact for guest inquiries, both hotel and non-hotel related.
• Provide detailed information, advice, and booking services for a wide variety of guest requests, including city tours, theatre tickets, restaurant reservations, medical services, and transportation.
• Respond efficiently to guest inquiries and project professionalism with a strong emphasis on hospitality.

Local Expertise & Networking

• Stay informed about daily activities, key events, and special occurrences in the city or location.
• Maintain detailed knowledge of directions to key points of interest, including restaurants, theatres, shopping areas, cinemas, recreational facilities, and banks.
• Build and maintain good relationships with airport, retailers, and service providers, ensuring up-to-date information on their promotions.

Operations

• Conduct and attend effective shift briefings to ensure awareness of hotel activities and operational requirements.
• Ensure the availability and proper presentation of forms, brochures, and other guest materials in line with hotel standards.
• Manage incoming and outgoing guest mail, courier services, special deliveries, and telephone messages.
• Consult the handover and fulfill any outstanding guest requests.
• Manage transportation requests.

Safety & Security

• Ensure a clean, orderly, and safe working environment, especially around the lobby and front door areas.
• Act in accordance with the hotel's policies during emergencies and when using front-of-house equipment and property management systems.

Skills & Competencies

• Passion for spreading the light and warmth of hospitality.
• Acting with integrity and always doing the right thing.
• Inspiring others through leadership.
• Belief that teamwork drives the best outcomes.
• Sense of ownership and accountability.
• Focus on the now, bringing urgency and discipline to every moment.