Job description
Role Overview
Personal Concierge at Hilton Hotels. You will deliver exceptional hospitality by directly addressing the needs of VIP and long-stay guests, ensuring memorable experiences that set the standard for guest satisfaction.
Role Purpose
Manage first impressions and VIP guest relations by serving as the primary point of contact in the lobby, coordinating hotel-wide services, and maintaining the highest standards of hospitality and customer care.
Key Responsibilities
Guest Relations & VIP Services
- Meet, greet, and direct guests entering the lobby area.
- Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on their requirements.
- Address the needs of VIP guests and inform other team members of VIP needs to ensure an exceptional guest experience.
- Serve as a point of contact for long-stay guests of 6 days or longer, ensuring they feel comfortable and can seek advice or information from guest relations.
- Track and reward regular guests for their loyalty; choose rewards that meet guest preferences while remaining within the allocated budget.
Guest Feedback & Complaint Resolution
- Seek verbal feedback from customers on a regular basis and respond to all guest queries in a timely and efficient manner.
- Manage, record, and resolve promptly guest or customer complaints.
Service Delivery & Quality Assurance
- Assign and follow up on amenities processes.
- Ensure a very high level of customer service is constantly maintained for reception, lobby area, and executive lounge.
- Demonstrate thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate.
Operations & Coordination
- Communicate with the executive lounge manager regarding guest loyalty and preferences.
- Maintain good communication and work relationships in all hotel areas.
- Maintain staffing levels to meet business demands.
- Assist with other departments as necessary.
Compliance & Safety
- 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.
Team Engagement
- Attend all reception meetings and executive lounge meetings.
Environment & Aesthetics
- Show creativity with ideas regarding lobby and reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the guest.
Additional Information
Hilton is an award-winning workplace recognized repeatedly on the World's Best Workplaces list by Great Place to Work and Fortune. Core values include a passion for hospitality, acting with integrity, inspiring others through leadership, believing in teamwork, maintaining a sense of ownership and accountability, and bringing urgency and discipline to every moment.