Personal concierge role overview

As personal concierge, you will directly address the needs of VIP guests and inform other team members of VIP needs in order to ensure an exceptional guest experience. A personal concierge is responsible for managing the first impressions of our guests and, therefore, must perform the following tasks to the highest standards:

• Meet, greet and direct guests who enter the lobby area
• Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on their requirements
• Seek verbal feedback from customers on a regular basis and respond to all guest queries in a timely and efficient manner
• Assign and follow up on amenities process
• Serve as a point of contact for long-stay guests of 6 days or longer ensuring they feel comfortable and can ask advice or information from guest relations
• Manage, record and resolve promptly guest or customer complaints
• Ensure a very high level of customer service is constantly maintained for reception, lobby area and executive lounge
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
• Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the guest
• Communicate with the executive lounge manager and track and reward regular guests for their loyalty and creativity; choose rewards that meet guest preferences while remaining within the allocated budget
• Maintain good communication and work relationships in all hotel areas
• Maintain staffing levels to meet business demands
• Attend all reception meetings and executive lounge meetings
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments, as necessary

What it takes to make the stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member: a passion for spreading the light and warmth of hospitality. Acting with integrity and always doing the right thing. Inspiring others through leadership. A belief that teamwork drives the best outcomes. A sense of ownership and accountability. And a focus on the now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

How we’ll help you thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our team members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

• Incredible travel perks – enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program
• Paid parental leave – because family matters. We offer paid leave for eligible team members, including partners and adoptive parents
• Crisis concierge – in times of loss, our crisis concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – your wellbeing comes first. Through our Care for All hub, we provide resources to help our team members care for themselves and their loved ones. In many countries, eligible team members receive free counseling and support through our Employee Assistance Program (EAP)

*Benefits availability may vary depending on team member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.

Join an award-winning workplace culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the team members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the world’s best workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.