Night Concierge

at  Hilton

Night Concierge
Responsible for being the welcoming face of this hotel, you will manage guest luggage, coordinate mail and taxi services, and assist guests with your knowledge of current industry trends and local attractions. Reporting to the Night manager, you will work as part of a team on a rotating 7-day roster, and enjoy working in a fast-paced environment. You will create memorable guest experiences by efficiently assisting our guests in a friendly and engaging manner.

THE PERSON REQUIRED SKILLS, QUALIFICATIONS AND ATTRIBUTES

• Must possess current Responsible Service of Alcohol (RSA) Certification, providing Human Resources with a copy
• Previous work experience within Hospitality or Customer Service based is desirable
• Completed tertiary qualifications in Hospitality Management is desirable
• Previous food hygiene experience is desirable
• A “can do” attitude
• Time management and ability to follow directions
• Friendly, positive, energetic disposition
• Physical ability to lift luggage and enter/exit from guest cars
• Full Driver’s License - with the ability and experience driving both manual and automatic
• Excellent Personal Grooming Skills
• Fluent in the English language in order to communicate professionally with guests and team members, both in person and over the telephone
• Committed to personal development
• Positive attitude and willingness to be involved and interact with the overall Hilton team both at an individual and team level.
• Ability to travel to and from the hotel at varying times even when public transport may not be operating

As a Night Concierge, you will be responsible for upholding and liaising with Food & Beverage department and maintaining high quality standards for the operations inside the hotel. You will work with your Team Members to deliver a high-quality service experience that exceeds customer expectations through the following tasks:

• To be the “face” of the Hilton Adelaide by greeting and welcoming everyone arriving, departing or passing the hotel
• Offer more than Concierge service, but also exceptional experiences and lasting memories that inspire our guests to want to return
• To welcome in all guests, groups and tours to the hotel in an efficient and inviting manner, ensuring an outstanding first impression.
• To be fully conversant with all local, city and regional tourist services inclusive of tours, points of interest, restaurants, special events, transportation and other Concierge Services that guests expect of the Hilton Adelaide
• To be totally familiar with all facilities, functions and special events in the hotel on a daily basis, assisting guests with any enquiries
• To be respectful of our guest’s privacy ensuring their every request in this regard is strictly adhered to and their details remain confidential
• Ensure a high level of communication is maintained between yourself & all team members
• Ensure a consistently high standard of presentation is maintained for both the department and personnel
• Be thoughtful and intuitive, to anticipate the needs of our guests and to create moments of surprise and delight
• To take orders from each customer, correctly with a polite and welcome manner and to communicate efficiently with the Kitchen·
• Recognise our regular customers and hotel VIP’s and provide them with the product and service they expect
• Exhibit exemplary personal behavior, appearance and attitude
• Ensure crockery and cutlery are cleared when finished and to replenish cutlery if needed
• Be professional, polite, well-spoken and carry a welcoming smile, ensure communications are grammatically correct and articulate
• Ensure you are smartly and correctly attired, reporting for duty punctually and maintain a high standard of personal appearance and hygiene at all times
• Be fully aware and comply with hotel security, fire regulations and all health and safety legislation
• Work at all times within HR Best practice and the HILTON values. Comply with Hilton Brand Standards
• Maintain highest standards of hygiene and quality assurance
• Actively solicit customer feedback
• Comply with systems and procedures as determined by the supervisors and managers
• Utilise the Hilton ‘HEART’ model when dealing with service recovery concerns. Apply the ‘Make it Right’ empowerment guidelines
• Any other reasonable duties as required by the Night Manage

Concierge serving Hilton brands are always working on behalf of our Guests and working with other Team Members all-while liaising with departments. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Conduct the movement of guest luggage, to and from the hotel and rooms ensuring all movements are logged accurately and the tagging procedure is followed
• Show guests to their rooms and explain the amenities and emergency procedures
• Valet parking services ensuring all movements of vehicles are logged accurately and the vehicles are treated with the utmost of care
• Deliver messages / mail to guest rooms and departments within the hotel
• Organise local tours, flight tickets, hire cars, theatre tickets etc. for guests upon request
• To be aware of activities on the hotel driveway
• Ensure grooming within the department is in line with hotel guidelines
• Ensure the cleanliness of the department including the storage area, car chute and lobby
• Any other reasonable duties as assigned by the Night Manager
• To ensure all systems and logs are kept up to date with accurate information and Hilton Worldwide standards are complied with fully
• Review, maintain and implement systems and procedures as directed
• To conduct a thorough shift handover for the incoming shift, recording all details in the shift handover folde