Personal Concierge / Lobby Ambassador

Role Overview

The Personal Concierge plays a vital role in delivering an outstanding guest experience, especially for VIP guests, by addressing their specific needs and coordinating with various hotel departments. This position is key to creating excellent first impressions and maintaining a high standard of service in the lobby and executive lounge areas.

Key Responsibilities

• Welcome guests upon arrival and guide them within the lobby area.
• Act as the primary liaison for VIP guests, ensuring all relevant departments are informed of their preferences and requirements.
• Regularly collect verbal guest feedback and respond swiftly to inquiries and concerns.
• Manage and track the amenities process to completion.
• Support long-stay guests (six days or more) by providing assistance and information as needed.
• Handle and resolve guest complaints promptly and effectively.
• Maintain consistently high standards of customer service across the reception, lobby, and executive lounge zones.
• Possess thorough knowledge of all hotel facilities and services while identifying opportunities for upselling and promotion.
• Contribute creative ideas for seasonal lobby and reception decorations to enhance the atmosphere and appeal.
• Coordinate with the Executive Lounge Manager to recognize and reward loyal guests within budget constraints.
• Foster strong communication and collaborative work relations across all hotel departments.
• Ensure staffing levels are adequate to meet operational needs.
• Participate in all reception and executive lounge meetings.
• Adhere strictly to hotel security, fire, and health and safety regulations.
• Follow company policies when working with front desk technology and property management systems.
• Support other departments when necessary to ensure smooth hotel operations.

Qualifications and Core Values

This role requires a passion for hospitality characterized by integrity, leadership, teamwork, accountability, and urgency. Hilton values candidates who exemplify these traits and bring warmth and care to guest interactions. A dedication to creating a welcoming and memorable environment is essential.

About Hilton

Hilton is a global leader in the hospitality industry, known for creating exceptional guest experiences and fostering an award-winning workplace culture. The company has hosted over 3 billion guests worldwide and is celebrated on the World's Best Workplaces list. Hilton supports career growth and offers a dynamic, inclusive, and supportive work environment.

Employee Benefits

• Enjoy substantial travel discounts including up to 110 nights at reduced rates worldwide through the Go Hilton travel program.
• Receive paid parental leave available to eligible team members, including partners and adoptive parents.
• Access a dedicated Crisis Concierge for compassionate practical and emotional support during challenging times.
• Benefit from mental health resources such as free counseling and support via the Employee Assistance Program (EAP) in eligible regions.
• Note: Benefits availability varies by location and specific employment terms.