Responsibilities

Here’s what you’ll do during a typical day:

ESSENTIAL FUNCTIONS

• Greets and assists guests with directions to their room or conference.

• Entertains questions from guests and responds with appropriate and accurate information on topics such as outlet hours, local attractions, and directions to events, etc…

• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results. 

• Remains calm and alert especially during emergency situations and heavy hotel activity.

• Maintains appearance of the hotel lobby removes trash, organises furniture, etc…

• Assists Reception and Personal Concierge with providing a flawless arrival and departure experience.

• Prepares welcome drinks and towels and serves them accordingly at every guest’s arrival.

• Ensures a speedy resolution to any problems that may arise on shift.

• Ensures the delivery of high standards to guests according to the Waldorf Astoria Brand Standard.

• Represents Waldorf Astoria image by impeccable grooming.

• Actively engages with the guests, asks for feedback, shares concerns, if any, with the relevant section.

• Personalizes every guest interaction, collects golden nuggets and shares them with Personal Concierge team.

SUPPORTIVE FUNCTION

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Answers queries from guests, referring them to contact points at which they can obtain further information.

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

• Reports to Front Office Management for any maintenance that needs attention at the lobby.

• Follows through these maintenance issues when required.

• Liaises with Housekeeping regarding accommodation requirements.

• Assists with the duties of other departments if limited staff and upon management request.

Qualifications

What It Takes to Make the Stay

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to effectively deal with team members and guests who will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. Excellent interpersonal skills to provide overall guest satisfaction.

• Ability to stand and move throughout lobby and continuously perform essential job functions.

• Ability to read, write, speak and understand the English language to communicate effectively with guests and team members.

• Ability to work under pressure and deal with stressful situations during busy periods.

Source: official careers site of Hilton. Apply directly with the employer.