Personal Concierge / Lobby Ambassador

Role overview

This position focuses on creating an outstanding first impression for VIP visitors and supporting a premium guest journey in the lobby, reception, and executive lounge. The role requires close coordination with hotel teams so guest preferences, arrivals, and special requests are handled smoothly and professionally.

Key duties

• Welcome, acknowledge, and guide guests as they arrive in the lobby area.
• Act as the primary contact for VIP guests and make sure the relevant hotel departments understand their needs in advance.
• Collect guest feedback regularly and handle inquiries quickly and effectively.
• Coordinate the request, delivery, and follow-up of guest amenities.
• Support long-stay guests of six days or more by helping them feel settled and by providing advice or information through Guest Relations.
• Register, manage, and resolve guest complaints without delay.
• Maintain consistently high service standards across reception, the lobby, and the executive lounge.
• Know the hotel’s facilities and services in detail, and identify suitable opportunities to suggest add-ons or upgrades.
• Contribute creative ideas for lobby and reception décor during seasonal periods to improve the look and feel of the area.
• Work with the Executive Lounge Manager to recognize loyal guests, select appropriate rewards, and stay within the approved budget.
• Build strong working relationships across all hotel departments.
• Ensure staffing is aligned with business demand.
• Attend reception meetings and executive lounge meetings as required.
• Follow hotel security procedures, fire safety rules, and health and safety regulations.
• Use front-of-house equipment and property management systems in line with company procedures.
• Support other departments when needed.

Qualifications and values

The ideal candidate should bring a strong passion for hospitality and guest care, along with a mindset rooted in integrity, teamwork, ownership, leadership, and urgency. Hilton also values people who are accountable, proactive, and committed to delivering memorable experiences.

About the employer

Hilton is a global hospitality company known for its award-winning workplace culture and strong commitment to both guests and team members. The company has welcomed more than 3 billion guests worldwide and continues to focus on creating exceptional stays and meaningful career growth for its people.

Benefits

• Access to the Go Hilton travel program with 110 nights of deeply discounted travel and room rates starting from USD 40 per night at participating hotels.
• Paid parental leave for eligible team members, including partners and adoptive parents.
• A crisis concierge service that provides practical help and emotional support during times of loss.
• Mental health support through the Care for All hub, including free counseling and Employee Assistance Program access in many countries for eligible team members.

Important notes

Benefit availability may differ depending on location and on the terms and conditions of employment. Individual programs and plans are also subject to their own terms and conditions.