Personal Concierge / Guest Relations Agent

Description

A Personal Concierge / Guest Relations Agent Team Member engages with our VIP Guests throughout the entire hospitality experience. From check-in to check-out, the Guest Relations Team is always prepared to respond to VIP Guest requests at concierge, during promotional activities, and more.

What will I be doing?

As a Personal Concierge / Guest Relations Agent, you will serve on the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Personal Concierge / Guest Relations Agent Team Member truly influences the first impressions of our VIP Guests and, therefore, is responsible for performing the following tasks to the highest standards:

• Meeting, greeting and directing guests who enter the lobby area.

• Engaging with guests throughout the hotel.

• Serving as the main point of contact for regular guests and VIP guests and ensuring the hotel departments are fully briefed on their requirements.

• Building and maintaining positive relationships with guests and Team Members

• Seeking verbal feedback from customers on a regular basis and responding to all Guest queries in a timely and efficient manner.

• Creating surprise and delight moments for the guests.

•  Serving as the main point of contact for long-stay guests – ensuring they spend a comfortable and memorable stay.

• Managing, recording and resolving guest complaints promptly.
• Delivering the True Waldorf Service promise to our guests, by being the main point of contact for guests before, during and after their stay.
• Demonstrating a thorough understanding of all facilities and services provided within the hotel and identify opportunities for upselling and promoting when appropriate.
• Answering queries from guests, referring them to contact points at which they can obtain further information.
• Carrying out the day to day administration tasks including email correspondence, preparation of amenity and VIP reports, flagging VIP guests, monitoring amenity, transportation and feedback trackers, collecting and saving golden nuggets, arranging shipment of lost and found items, sending pre-arrival/post-departure emails.
• Ensuring rooms are inspected by dedicated Personal Concierge Agents prior to VIP guest arrivals.
• Coordinating, delegating tasks, training, mentoring Team Members.

• Ensuring the delivery of high standards to guests.

• Inspecting rooms, ensuring proper amenities delivery, delightful welcome and efficient VIP guests check-in
• Enrolling guests in the Hilton Honors loyalty program

• Liaising with other departments regarding matters arising e.g. Security, Housekeeping, Engineering, Accounting, Food & Beverage etc.

• Reporting to Personal Concierge Manager/Front Office Manager any maintenance that needs attention at the lobby.
• Following through these maintenance issues when required.

Requirements

What are we looking for?

Personal Concierge / Guest Relations Agent Team Members 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:

• A passion for delivering exceptional levels service
• Excellent personal presentation and communication skills
• Ability to listen and respond to demanding guest needs including resolving of guest complaints
• Being well organized and paying attention to detail will support your ability to multi-task while maintaining a positive attitude
• Computer literate and able to navigate through Company systems
• Professional manner with an emphasis on hospitality and guest service
• Previous guest relations experience in the hotel, leisure, and/or entertainment sectors
• Cash handling experience

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!