What are the responsibilities and job description for the Lobby Concierge - Full Time position at Hilton?
Lobby Concierge supports with Concierge operations by completing administrative tasks and assisting guests who may not require as much detailed knowledge. The position will be responsible for updating Concierge guides, handling basic e-mails/inquiries, arranging car transfers, dining reservations, entertainment bookings, and fulfilling other guest requests. The Lobby Concierge reports directly to the Director of Front Office
What will I be doing?
What are we looking for?
Mandatory
Desirable
Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.
It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.
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:
In addition, we look for the demonstration of the following key attributes:
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!
What will I be doing?
Demonstrate general knowledge of the recommendations with willingness to conduct thorough research for guest or in support of other Concierge
Maintain a constantly updated database with extensive information about city highlights.
Have a general knowledge of directions, travel time, cost and various forms of transportation. Create special conversations with guests which identify personal preferences in order to record in each guest's profile history.
Be proactive and anticipate the complete requirements to make the experience a success.
Inquire as to the success or enjoyment of the recommendations made.
Maintain a consistent and sufficient level of brochures, maps, handouts, and office/shipping supplies
Maintain a daily record (via software) of all guest requests, reservations and confirmations for guests.
Be knowledgeable of all in-house and arriving guests.
Be aware of all daily events in the hotel.
Arrange tickets for theatre, sporting events and local attractions.
Make and confirm dining reservations, making general recommendations.
Arrange for package delivery and pickup for guests.
Provide guests with a confirmation card for all reservations, transportation, theatre tickets, etc.
Communicate all important details to management and team members.
Provide a daily list of transportation reservations to the Personal Concierge Team, Front Office Management, and Front Services
Greet all guests in a timely manner and act as a guide when guests ask for directions and physically assist them to their destination within the hotel.
Provide clear directions for all guests travelling outside the hotel.
Respond to all guest needs and requests.
Have knowledge of room types to make room keys upon request.
Continually seek to improve knowledge of Las Vegas and its attractions.
Build strong contacts that will facilitate difficult guest requests
Assist with miscellaneous guest inquires over the phone or at the Concierge Desk
Utilize text messaging system to engage with guests and assist with reservations or recommendations
Prepare itineraries for upcoming arriving guests to confirm reservations
Manage Concierge shared e-mail inbox and text messages to ensure all guests are assisted in a timely manner
Provide excellent guest service in line with Forbes Five-Star standards
What are we looking for?
Mandatory
- Two years of guest service experience
- Excellent overall communication skills both written and verbal in the English language.
- Proficient knowledge of Microsoft Office suite, including Word, Excel, and Outlook
- Able to multi-task and remain composed at all times.
- Able to work well in a team environment
- Able to stand for extended periods of time.
- Must be professional and possess excellent presentation, communication, organization and effective time-management skills.
- Must have basic knowledge of the restaurants, bars, nightclubs, theatres, shows and attractions in Las Vegas.
- Flexible schedules and hours, willingness to work on weekends & holidays is required.
- Professional appearance and demeanor.
Desirable
- One year of luxury hotel concierge experience.
- Additional languages are advantageous.
- Graduate of Hotel School or related college degree.
- Experience as a Concierge in Las Vegas would be extremely advantageous.
- Very strong knowledge of the restaurants, bars, nightclubs, theatres, shows and attractions in Las Vegas.
Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.
It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.
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!
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