Concierge - HIlton Aruba Caribbean Resort & Casino

Description

To act as an ambassador of the hotel by providing special assistance and information about local attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction. Greets and registers guests, providing prompt and courteous service for the Palm Beach Club’s floor guests. Resolves guest challenges throughout their stay in our hotel. Complete Palm Beach Club daily checklists. Promotes hotel services, amenities and up sells products to the guests. 

What will I be doing?As a Palm Beach Club Concierge, you would be responsible for assisting guests with various tasks related to their visit and for providing information about the hotel and the local vicinity in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be performing the following tasks to the highest standards:

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates. Record all allowances with proper back up and approval. Ensure that your bank cashier is securely kept and with correct signed off amount as per contract. 
• Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Responds to guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Be empowered to resolve issues and to make us of the Make it Right toolbox
• Adhere to Hilton Brand programs including new HHonors enrollments.
• Completes opening and closing side work including stocking plates, silverware, filling coffee grinder, retrieves fresh fruit display, pastry display, coffee and juices, etc., and delivers to Palm Beach Lounge. 
• Retrieves and/or puts away dishes and silver from room service area and restocks kitchen, cleans area, and moves tables and chairs as required.
• Organizes and displays breakfast by setting up food displays and drinks
• Displays bar, sets up bottles, cuts condiments, retrieves ice forms from room service to replenish bar.
• Monitors the inventory and presentable condition of all glasses, dishes and silver to ensure they meet Palm Beach Lounge standards.

Requirements

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

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!