Concierge

Exceptional Hospitality Starts with You;

Guest Service

• Welcome and engage guests in a warm, friendly and professional manner.
• Provide personalized assistance to guests from arrival through departure.
• Anticipate guest needs and proactively offer assistance and recommendations.
• Respond promptly and professionally to guest enquiries and requests.
• Maintain a high level of discretion and confidentiality when dealing with guests.
• Develop positive relationships with guests and create memorable experiences.

Concierge Service

• Arrange restaurant and dining reservations both within and outside the hotel.
• Assist guests with transportation arrangements, including airport transfers, taxis, boat transfers and other transportation requirements.
• Provide information and assistance regarding excursions, tours, sightseeing and recreational activities.
• Assist guests with bookings for water sports, wellness, spa treatments and other experiences.
• Arrange special occasions such as birthdays, anniversaries, proposals and other celebrations.
• Assist with flower arrangements, gifts, deliveries and other special requests.
• Provide recommendations based on individual guest preferences and interests.
• Coordinate with external suppliers and service providers to ensure arrangements are delivered as requested.

Local & Destination Knowledge

• Maintain excellent knowledge of Seychelles, including:
  • Beaches and attractions
  • Restaurants and dining experiences
  • Excursions and tours
  • Shopping
  • Cultural experiences
  • Water sports and recreational activities
  • Transportation options
  • Local events and activities
• Provide accurate and up-to-date information to guests.
• Develop and maintain positive working relationships with reliable local partners and suppliers.
• Stay informed of new experiences, restaurants and activities available in Seychelles.

Guest Experience

• Create personalised recommendations and itineraries based on guest preferences.
• Identify opportunities to exceed guest expectations.
• Coordinate with other departments to ensure seamless delivery of guest requests.
• Follow up with guests to confirm that arrangements have been completed satisfactorily.
• Assist with VIP, repeat and special-status guests as required.
• Ensure all guest preferences and important information are communicated to the relevant departments.

Guest Complaints & Service Recovery

• Handle guest concerns promptly, professionally and empathetically.
• Take ownership of guest requests and follow them through to completion.
• Resolve issues within the scope of authority and escalate appropriately when required.
• Follow up with guests following service recovery to ensure satisfaction.
• Record relevant guest feedback and service recovery actions accurately.

Communication & Coordination

• Maintain effective communication with Front Office, Reservations, Housekeeping, Food & Beverage, Spa, Security and other departments.
• Ensure guest requests are clearly communicated and followed up.
• Conduct proper handovers between shifts.
• Maintain accurate records of pending guest requests and arrangements.
• Communicate changes or cancellations promptly to all relevant parties.

Here's what you'll do during a typical day:

• Delight our guests: Respond promptly and professionally to guest inquiries, requests, and concerns
• Offer recommendations: Provide information and handle arrangements for dining, transportation, events, tours, and local attractions
• Coordinate special services: Arrange for medical care, childcare, floral delivery, and other personalized guest needs
• Manage guest communications: Receive and deliver messages, mail and packages
• Support VIP guests: Facilitate seamless registration and elevated service for high priority guests
• Promote hotel offerings: Share marketing materials and encourage use of hotel services and programs

Qualifications & Experience

• Diploma or equivalent qualification in Hospitality, Tourism, Concierge Services or a related field is preferred.
• Previous experience in a luxury hotel, resort, concierge, guest relations or Front Office environment.
• Experience in a five-star or luxury hospitality environment is an advantage.
• Strong knowledge of Seychelles and local tourism experiences is highly desirable.
• Previous experience working with international guests is preferred.
• Good computer skills and experience with hotel systems.
• Valid driving licence is an advantage.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.