Exceptional Hospitality Starts with You
Picture
yourself brightening someone’s day. When you join our Hotels team, that’s
exactly what you’ll do every time you come to work! As a Concierge
Manager, you’re not just overseeing the daily operations of
the concierge desk – you’re spreading the light and warmth of hospitality
by delivering memorable experiences that make the stay for every
guest.
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.
In addition, this role requires
the following minimum qualifications:
- Forbes Travel Guide standards experience — proven
track record working in (or leading a team through) Forbes-rated luxury
properties, with deep familiarity with Forbes service standards and inspection
criteria. Experience preparing a team for Forbes audits is a strong
plus. - Guest services expertise — 5+ years
in luxury hotel guest-facing roles, with at least 2–3 years in a supervisory
or managerial concierge capacity. Anticipatory service mindset and genuine
passion for creating memorable, personalised guest
experiences. - Customer service
and communication skills — polished verbal and written communication, ability
to engage confidently with VIPs, dignitaries, and long-stay guests, and
to represent the hotel's brand voice in all correspondence. -
lang="EN-US">Problem resolution — demonstrated ability to handle guest
complaints and service recovery with diplomacy, ownership, and speed; empowered
decision-making within brand guidelines to turn issues into loyalty-building
moments.
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.
In addition, this role requires
the following minimum qualifications:
- Forbes Travel Guide standards experience — proven
track record working in (or leading a team through) Forbes-rated luxury
properties, with deep familiarity with Forbes service standards and inspection
criteria.
Experience preparing a team for Forbes audits is a strong
plus. - Guest services expertise — 5+ years
in luxury hotel guest-facing roles, with at least 2–3 years in a supervisory
or managerial concierge capacity. Anticipatory service mindset and genuine
passion for creating memorable, personalised guest
experiences. - Customer service
and communication skills — polished verbal and written communication, ability
to engage confidently with VIPs, dignitaries, and long-stay guests, and
to represent the hotel's brand voice in all correspondence. -
lang="EN-US">Problem resolution — demonstrated ability to handle guest
complaints and service recovery with diplomacy, ownership, and speed; empowered
decision-making within brand guidelines to turn issues into loyalty-building
moments.
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.
In addition, this role requires
the following minimum qualifications:
- Forbes Travel Guide standards experience — proven
track record working in (or leading a team through) Forbes-rated luxury
properties, with deep familiarity with Forbes service standards and inspection
criteria. Experience preparing a team for Forbes audits is a strong
plus. - Guest services expertise — 5+ years
in luxury hotel guest-facing roles, with at least 2–3 years in a supervisory
or managerial concierge capacity. Anticipatory service mindset and genuine
passion for creating memorable, personalised guest
experiences. - Customer service
and communication skills — polished verbal and written communication, ability
to engage confidently with VIPs, dignitaries, and long-stay guests, and
to represent the hotel's brand voice in all correspondence. -
lang="EN-US">Problem resolution — demonstrated ability to handle guest
complaints and service recovery with diplomacy, ownership, and speed; empowered
decision-making within brand guidelines to turn issues into loyalty-building
moments.
lang="EN-US">As Concierge Manager, you will lead the Concierge Team and drive
the day-to-day operation of the Concierge, lobby and guest logistics. This is
a hands-on, floor-based operations leadership role: the Concierge Manager
is expected to be present, mobile and visible across the lobby rather than
stationed at the desk.
The Concierge Manager is responsible for managing the first impressions of our
Guests and, therefore, must perform the following tasks to the highest
standards:
lang="EN-US">Lead and manage daily Concierge operations hands-on, maintaining
an active, visible presence in the lobby and on the floor rather than remaining
fixed at the desk
Deliver and uphold Forbes Travel Guide 5-Star service
standards across all Concierge and Guest Services touchpoints, ensuring every
interaction meets or exceeds the Forbes evaluation
criteria
Own the arrival and departure experience end to end –
curbside welcome, luggage handling, rooming and farewell – ensuring each stage
is executed in line with Forbes 5-Star standards
-
style="line-height: 115%; margin-bottom: 0cm;">Train, audit
and coach the team against Forbes standards, conducting regular self-assessments
and service audits of the arrival, departure and Guest Services areas,
and closing gaps ahead of evaluations Set Departmental objectives, work
schedules, budgets, policies and procedures
-
style="line-height: 115%; margin-bottom: 0cm;">Monitor
the appearance, standards and performance of the Concierge Team Members with
an emphasis on training and teamwork Ensure Team Members have current
knowledge of hotel products, services, pricing and policies as well as a good
knowledge of the local area
Direct lobby operations and guest
logistics – arrivals, departures, luggage movement, transportation
and deliveries – coordinating on the ground with housekeeping, maintenance,
front desk, security and valet to ensure seamless service delivery and guest
satisfaction.
Handle any issues or complaints that arise during
a guest's stay with professionalism and efficiency, resolving them on the spot
on the floor wherever possible.
Monitor Guest satisfaction reports
and implement actions to improve results
-
style="line-height: 115%; margin-bottom: 0cm;">Maintain good
communication and working relationships with all hotel
areas
lang="EN-US">Manage queues and peak-period traffic in the lobby and at
the Concierge desk, anticipating arrival and departure flows and repositioning
Team Members proactively to minimise Guest waiting times
-
style="line-height: 115%; margin-bottom: 0cm;">Act
in accordance with policies and procedures when working with front of house
equipment and property management systems -
style="line-height: 115%; margin-bottom: 0cm;">Continuously
seeking feedback from guests and monitoring industry trends to identify areas
for improvement in service delivery and guest
satisfaction. Attend Front of House/Hotel meetings,
as required
