The Concierge delivers exceptional, personalized guest service by assisting with a wide range of guest requests, including transportation, dining reservations, local recommendations, and special arrangements. This role serves as a key point of contact for guests, ensuring their needs are met efficiently, professionally, and with attention to detail.

Working closely with the Concierge team, Front Office, and external partners, the Concierge helps create seamless and memorable guest experiences while upholding the highest standards of luxury hospitality.

 

Key Responsibilities / Main Duties 

Provide personalized guest service and handle all guest inquiries promptly and professionally

Assist with restaurant reservations, transportation, entertainment, and local arrangements

Offer accurate information on local attractions, events, and hotel services

Be knowledgeable about the surrounding area and provide tailored recommendations to enhance guest experiences

Coordinate guest requests with internal departments and external vendors

Ensure smooth communication between guests and hotel operations for seamless service delivery

Handle VIP and special requests with discretion and attention to detail

Support arrival and departure experiences, including luggage assistance when needed

Maintain strong relationships with third-party service providers and partners

Anticipate guest needs and proactively offer recommendations and solutions

Assist in handling guest complaints and ensure timely service recovery

Maintain updated knowledge of hotel offerings and local area information

Ensure all requests are recorded and followed through accurately

Uphold luxury service standards, grooming, and professional etiquette at all times 

 

Guest and Team Member Experience

Full adherence on the company’s policy on Harassment and Violence-Free WorkplaceEnsures a strong professional relationship with all levels of Team Members within the hotel, taking an active interest in their welfare, safety and development.Respectful of the time of the organization as well as that of other Team Members. Puts a high value in promptness for any related work attendance matters, be it training, meetings or daily work.Encourages Team Members to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

 

Financial

Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.Keep oneself informed and updated of the Hotel’s financial goals Focuses attention in improving productivity levels and prudently manage the energy efficiency of all equipment. Ensures new technology and equipment are embraced, improving productivity while taking work out of the system.

 

Confidentiality

Ensures that the confidentiality of all Team Member information and benefits packages must be strongly adhered to.

 

Operational

Monitors and maintains the proper appearance of the office area.Ensures that the Waldorf Astoria Brand Service Standards is fully implemented and adhered to Participates in and supports Waldorf Astoria Ambassador Network initiatives for Team Members and participates in the Waldorf Astoria Ambassador Network Committee Meetings (as necessary)Coordinates and assists in team activities and promotes a “can-do” attitudeSets an example for a high standard of personal hygiene and luxury groomingAttends training sessions and meetings as when required.Carries out any other reasonable duties and responsibilities as assigned.

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 skillsCommitment to delivering a high level of customer serviceExcellent grooming standardsFlexibility to respond to a variety of different work situationsAbility to work on your own and as part of a teamKnowledge 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!