Descrição da Função

A Concierge serves as a key point of contact for Guests and VIP Guests throughout their stay at the hotel, providing information about the hotel and the local vicinity.

What will I be doing?

You will serve as a key point of contact for Guests and VIP Guests throughout their stay at the hotel, providing information about the hotel and the local vicinity. You Will responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

· Dedicated Role focused on delivering seamless and memorable experiences.

· The Lobby Host will embody our brand service behaviours and tone of voice.

· Lobby Host presence will create warm, personal, and memorable moments for every guest.

· Serve as a key point of contact for Guests and efficiently respond to Guest enquiries

· Provide information, advice and booking services for a wide variety of Guest enquiries, including city tours, theatre tickets, restaurants, doctors, flight bookings, among others

· Process and deliver messages for Guests

· Deliver and safely storage Guest luggage

· Stay current with all hotel services as well as daily VIP requests and special events

· Ensure orderliness and safety guidelines around the lobby and front door areas

· Provide support to Management as required, in cases of emergency

· Project a professional manner with an emphasis on hospitality and Guest service

· Maintain a clean, healthy, and safety working area

· Act in accordance with policies and procedures when working with front of house equipment and property management systems

· Greet guests with genuine hospitality, energy and professionalism.

· Anticipate needs and offer proactive assistance.

· Serve as a visible host in the lobby space.

· Supports keeping the lobby physical space curated and welcoming at each time of the day.

· Collaborate with front desk, guest services and F&B teams to ensure seamless experiences.

· Monitor the fire alarm and intrusion detection system

· Answer to internal and external phone calls as well as the Kipsu messaging system

· Emails and mailbox management

· Take care of shipments, both incoming and outgoing

· Manage any deliveries to guest rooms.



Impact on Guests?

· Creates a seamless guest journey from the very first moment of arrival, ensuring every interaction feels effortless and cared for.

· Inspires emotional connection through thoughtful, unexpected touches that leave a lasting impression.

· Makes every guest feel genuinely seen, valued, and appreciated - transforming good service into true hospitality.



Impact on Hotel?

· Deliver consistently exceptional experiences that exceed expectations and inspire genuine delight.

· Build lasting emotional connections that turn satisfied guests into devoted advocates for our brand.

· Incremental Revenue Opportunities

· Satisfaction and loyalty drives repeat business



The Lobby Host is?

· A dedicated team member who embodies Hilton's promise as "The World's Iconic Host".

· A front and center in the lobby, welcoming and choreographing the guest journey from arrival to departure.

· A confident, cultured, charismatic personality who elevates atmosphere, interactions, and problem prevention.

· A empowered to act-making decisions, resolving issues, and creating moments of surprise and delight to Make it Right.



What are we looking for?

Concierges serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

* Positive attitude and good communication skills

* Commitment to delivering a high level of customer service

* Excellent grooming standards

* Flexibility to respond to a variety of different work situations

* Ability to work on your own and as part of a team

* Knowledge of the local area

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

* Previous experience working in Concierge in a hotel environment



What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all

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