Concierge/Airport Representative
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- Nov 25, 2024 Post Date
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- HOT0B4Z5 Requisition #
A Concierge/Airport Representative ensures a high level of customer service in terms of welcoming guests at the airport as well as serving as a key point of contact for VIPS and guests throughout their stay at the hotel, providing information about the hotel’s services and the island’s attractions.
What will I be doing?
A Concierge is responsible for managing the first impressions of our Guests. As an Airport Representative you will assist guests in various requests and enquiries such as transportation, hotel accommodation and other information or assistance that they may require. Specifically, you will be responsible for performing the following tasks to the highest standards:
· Ensure brand service standards are consistently practiced at all times
· Ensure that courteous, prompt and efficient service is given to all guests
· 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
· Stay current with all hotel services as well as daily VIP requests and special events
· Ensure needs and requests of all VIPs, repeat and arriving guests are met, exceeding guests’ expectations
· Ensure that all arrival guests with flight details are assisted with luggage and transportation
· Ensure to be neatly groomed and well attired at all times whilst on duty
· Report to Duty Manager in the hotel over phone on arrival to airport to obtain any necessary reports and highlights of
the day
· Meet and greet guests with the limousine, assist with luggage, and the hotel's airport representative to inform of guests arrival
· Continuous communication with Duty Manager to ensure seamless check-in and procedures for guests
· Participate in departmental meetings with all Front Office team
· Ensure that standards and procedures are set and understood
· To actively promote the benefits of Hilton HHonors to all guests and patrons of the Hotel, adopting a proactive sales
attitude
· Must know all Hotel products and services and actively recommend to our guests
· Ensure that Duty Manager and Front Office Supervisor are kept informed of all developments and guest feedback
· Ensure that consistently high standards of presentation are maintained for both department and Team Members
· Ensure that a high standard of guest relations and service within the airport-reps is consistently maintained
· Continuous communication with Duty Manager to ensure seamless check-in and procedures for guests
· Ensure that there is a thorough hand-over at the completion of each shift
· Any other duties assigned by Duty Manager and the Front Office Manager
What are we looking for?
Airport Representatives are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
· A passion for providing great service
· A professional attitude and strong work ethic
· Ability to perform in a team and autonomously
· At least 1 year experience in the hospitality industry
· Good knowledge of the island and destination activites
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!