Concierge Agent

Roles and responsibilities

A Concierge, you will serve as a key point of contact for Guests and VIP Guests throughout their stay at the hotel, providing information about the hotel and the local vicinity. A Concierge is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Serve as a key point of contact for Guests and efficiently respond to Guest enquiries
• Provide information, advice and booking services for a wide variety of Guest enquiries, including city tours, theatre tickets, restaurants, doctors, flight bookings, among others
• Process and deliver messages for Guests
• Deliver and safely storage Guest luggage
• Stay current with all hotel services as well as daily VIP requests and special events
• Ensure orderliness and safety guidelines around the lobby and front door areas
• Provide support to Management as required, in cases of emergency
• Project a professional manner with an emphasis on hospitality and Guest service
• Maintain a clean, healthy, and safety working area
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
  
  

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 skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Flexibility to respond to a variety of different work situations
• Ability to work on your own and as part of a team
• Knowledge 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

Desired candidate profile

A Concierge Agent plays a crucial role in enhancing the guest experience by offering personalized services, recommendations, and assistance. This position often requires strong knowledge of the local area, customer service skills, and the ability to handle requests and challenges effectively. Here are the key skills required for the role:

Customer Service Skills

• Personalized service: Anticipate and respond to guest needs, offering tailored recommendations or services to enhance their stay (e.g., booking restaurant reservations, providing directions, arranging transport).
• Excellent communication: Interact with guests in a friendly, professional, and courteous manner, both in person and through phone or digital channels.
• Empathy and patience: Handle guest requests, complaints, and issues with understanding and professionalism, ensuring the guest feels valued.
• Guest satisfaction focus: Prioritize guest needs and ensure their requests are fulfilled promptly, creating memorable experiences that encourage return visits.

Local Area Knowledge

• In-depth knowledge of the area: Be well-versed in local attractions, restaurants, events, and services (e.g., best tourist spots, transportation options, hidden gems) to provide guests with useful recommendations.
• Cultural awareness: Understand local customs, cultural practices, and etiquette, providing guests with respectful and insightful advice tailored to their background.
• Up-to-date information: Stay informed about current events, openings, festivals, and happenings in the area, ensuring you can give accurate and timely advice.

Multitasking and Time Management

• Managing multiple requests: Handle multiple guest inquiries or requests at once, ensuring timely follow-up and fulfilling each task efficiently.
• Prioritizing tasks: Assess the urgency of different tasks and requests, ensuring that the most important ones are addressed first without neglecting other responsibilities.
• Attention to detail: Ensure that no detail is overlooked, such as confirming reservations, verifying transportation schedules, or ensuring special guest needs are met.