Personal Concierge Agent

Hilton

As a Personal Concierge Agent, you will be responsible for anticipating and addressing the needs of Guests and 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:

• Welcome, greet, and guide guests upon their arrival, ensuring a warm and seamless introduction to the hotel.
• Act as the primary point of contact for regular and VIP guests, ensuring all team members are informed of their specific preferences and requirements.
• Maintain accurate, up-to-date guest profiles in the system, with a focus on detail and adherence to data privacy regulations.
• Collaborate with guests to understand their preferences for room decorations and coordinate arrangements to meet their needs and event themes.
• Oversee the setup of room decorations, ensuring all details align with the guest s preferences, are aesthetically pleasing, safe, and completed on time.
• Actively seek feedback from guests to ensure their satisfaction, and address any inquiries in a timely, efficient, and professional manner.
• Serve as a trusted point of contact for long-term or VIP Diamond guests, offering guidance, recommendations, and information to enhance their stay.
• Handle and resolve guest concerns or complaints quickly and effectively, ensuring guest satisfaction is always maintained.
• Consistently deliver exceptional service in the Reception, Lobby, and Executive Lounge areas, ensuring a welcoming environment for all guests.
• Demonstrate a comprehensive knowledge of hotel amenities, services, and events to maximize guest satisfaction and identify opportunities for upselling.
• Foster positive communication and collaborative working relationships across all departments to ensure smooth operations.
• Adhere to hotel security policies, fire safety regulations, and health and safety standards, ensuring a safe environment for both guests and staff.
• Follow established procedures when using front-of-house equipment and property management systems to ensure compliance and operational efficiency.
• Provide support to other hotel departments as needed, assisting with additional tasks to meet guest and hotel needs.
• Act as the main point of contact for guest inquiries, offering advice, information, and booking services for various requests, including tours, tickets, restaurant reservations, medical services, and flight arrangements.
• Accurately process and deliver guest messages and correspondence in a timely manner.
• Safely handle and store guest luggage, ensuring security and organization at all times.
• Stay informed of all hotel services and special events to remain prepared for daily VIP and guest requirements.
• Ensure safety, cleanliness, and orderliness around the lobby and entrance areas, adhering to safety guidelines.