Job Description

The Junior Concierge organizes and coordinates the Concierge services to ensure that each guest experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and hotel policies and procedures during the assigned shift. The Junior Concierge also ensure the smooth operation of the Concierge.
What will I be doing?

As the Junior Concierge, you will be responsible for performing the following tasks to the highest standards:

• Actively seek verbal feedback from guests and implement actions to improvements guest experience.
• Create a warm and welcoming arrival for guests, ensuring that they feel welcome and \xe2\x80\x9cat-home\xe2\x80\x9d upon arrival.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Positively deal with and learn from guests\xe2\x80\x99 complaints and comments with follow-up and feedback to the Chief Concierge/ Duty Manager to follow-up where appropriate.
• Follow-up with all guests to ensure satisfaction with problem resolution (service recovery).
• Make sure all guest requests and queries are responded to promptly and effectively, adhering to Hilton Brand Standards.
• Be available to assist on duty in the hotels during any busy days or special events. Be proactive towards guests, assisting them with any reasonable requests, and train all team members to be proactive before the guests ask.
• Take an active role in the concierge team, ensuring effective communication and work as a team in order to reach goals and targets.
• Facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested or offer assistance when in the lobby.
• Ensure that all guests are offered help to make arrangement for transportation and that they are invited back and bid farewell.
• Manage guests\xe2\x80\x99 airport transportation, ensuring pick-ups and drop-offs are completed on time.
• Manage the storage and organization of guests\xe2\x80\x99 luggage in a safe and secure, organized and systemized way.
• Monitor on movement and ensure short term and long term storage are well managing with a proper record.
• Responsible for all Bell Service activities such as luggage service upon guests\xe2\x80\x99 check-in and check-out, luggage storage, message service, and information service and other related tasks
• Ensure that the concierge team maintains the lobby appearance to be neat and tidy, and that public areas are cleaned when necessary.
• Responsible in ensuring information is always available regarding hotel facilities and services, local tourist destinations and other interest, business information, airline and embassy information and shopping destinations. Ensure that sufficient maps, brochures, catalogue or reference material is available to answer any quest inquires
• Give recommendations on hotel operations when opportunities arise to improve services, increase revenue or reduce costs.
• Ensure any bookings and guest reservations are correctly carried out when required.
• Ensure appropriate handling and delivering of messages, receive and distribute packages, manage the daily post and correspondence of both guests and the hotel.
• Input information into ONQ regarding guests, ensuring accuracy, all details are completed, and that the information can be clearly understood by other team members.
• Familiar with hotel operating system especially OnQ PM, Kipsu, and HotSOS.
• Have detailed knowledge of departmental standards and Hilton brand standards, explaining these standards to the team and assessing team members\xe2\x80\x99 performance against these standards.
• Monitor standards through regular standards review checks.
• Develop action plans to address shortfalls in standards and identifying shortfalls before they affect guest service.
• Maintain in-depth technical knowledge and skills required for the job.
• Participate in trainer programs, providing structured training to those starting careers in the hospitality industry.
• Understand relevant Health & Safety legislations and their implications on the operation of the department.
• Communicate to the team their responsibilities within Health & Safety, to ensure practices are implemented at all times.
• Ensure that all reporting and servicing deadlines are met on a timely basis.
• Adhere to the hotel\xe2\x80\x99s security and emergency policies and procedures.
• Report all irregularities to the Chief Concierge/ Assistant Chief Concierge and seek assistance from the Rooms Division Director/ Front Office Manager, Assistant Front Office Manager or Duty Manager whenever needed.
• Carry out any other reasonable duties and responsibilities as assigned.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Junior Concierge serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Maintain high guest service focus by approaching the job with the guest always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues.
• Motivated and committed, approaching all tasks with enthusiasm, seizing opportunities to learn new skills or knowledge in order to improve personal performance.
• Be flexible; respond quickly and positively to changing requirements including the performance of any requested tasks.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational/ environmental procedures in the hotel.
• Good organization and coordination skills.
• Strong sense of responsibility and self-motivation.
• Patient and responsible to solve all problems.
• Able to maintain excellent relations with team members.
• Able to work under great physical and mental pressures.
• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
• Perform all duties and responsibilities in a manner that ensures safety and that of others in the workplace.
• Understand basic spoken English to meet business needs.
• Familiar with computer systems preferred.

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 . Our vision \xe2\x80\x9cto fill the earth with the light and warmth of hospitality\xe2\x80\x9d 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!

Hilton