A Personal Concierge/ Lobby Ambassador assists in daily Front Office operations and works with customers and Guests to serve their needs and provide an excellent customer service experience.

What will I be doing?

 

\na {\n text-decoration: none;\n color: #464feb;\n}\ntr th, tr td {\n border: 1px solid #e6e6e6;\n}\ntr th {\n background-color: #f5f5f5;\n}\n

A Personal Concierge/ Lobby Ambassador serves as a key point of contact for guests and VIP visitors, ensuring a warm welcome, smooth stay experience, and prompt support for all guest needs. This role focuses on delivering exceptional hospitality, managing guest inquiries, and maintaining an organized, professional lobby environment.\na {\n text-decoration: none;\n color: #464feb;\n}\ntr th, tr td {\n border: 1px solid #e6e6e6;\n}\ntr th {\n background-color: #f5f5f5;\n}\nWelcome and direct all guests entering the lobby, ensuring a warm and professional first impression.Serve as the primary point of contact for VIP Guests, briefing relevant hotel departments on their preferences and requirements.Collect regular verbal feedback from guests and respond promptly and professionally to all inquiries.Coordinate and follow up on guest amenities, ensuring accurate preparation and timely delivery.Act as a dedicated contact for long‑stay guests, offering support, information, and personalized assistance throughout their stay.Manage, record, and resolve guest complaints quickly while maintaining high service standards.Ensure consistently exceptional service levels within the Reception, Lobby, areas.Maintain a thorough understanding of all hotel services and facilities, identifying opportunities for appropriate upselling.Contribute creative ideas for seasonal lobby and reception décor to enhance guest experience and overall ambiance.Collaborate with the Line manager to track frequent guests, recognize loyalty, and select suitable rewards within budget.Foster strong communication and positive working relationships with all hotel departments.Comply with hotel security protocols, fire regulations, and all health and safety requirements.

What are we looking for?

 

Personal Concierge/ Lobby Ambassador 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:

\na {\n text-decoration: none;\n color: #464feb;\n}\ntr th, tr td {\n border: 1px solid #e6e6e6;\n}\ntr th {\n background-color: #f5f5f5;\n}\n

Excellent customer service with a warm and professional presence.Strong verbal and written communication skills, confident with VIP interactions.Effective problem‑solving and complaint‑handling abilities.High attention to detail in handling amenities, special requests, and guest preferences.Professional appearance and behavior at all times.Creative mindset for enhancing lobby ambiance and guest experience.Experience in Guest Relations, Concierge, Front Office, or similar hospitality roles.Knowledge of hotel operations, front‑of‑house procedures, PMS, and VIP protocols.Good understanding of hotel services, local attractions, and guest activity options.Proactive, service‑oriented, and able to anticipate guest needs.Strong teamwork and communication across departments.Flexible, reliable, and adaptable to changing guest needs.Calm under pressure during busy periods or emergencies.Able to stand for long periods and work flexible shifts.Strong commitment to health, safety, and security standards.

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

High level of IT proficiency

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!