Personal Concierge

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Personal Concierge, you’re not just assisting guests with special requests and services – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

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

• As Personal Concierge, you will directly address the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Personal Concierge is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
• - Meet, greet and direct Guests who enter the lobby area 
  - Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements 
  - Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner 
  - Assign and follow up on amenities process
  - Serve as a point of contact for long-stay Guests of 6 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations 
  - Manage, record and resolve promptly Guest or customer complaints 
  - Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge 
  - Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate 
  - Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest 
  - Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget 
  - Maintain good communication and work relationships in all hotel areas 
  - Maintain staffing levels to meet business demands 
  - Attend all Reception meetings and Executive Lounge Meetings 
  - 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 
  - Assist with other departments, as necessary

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.