Job Description

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.

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:

• 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

• 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

• 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

• Maintain good communication and working relationships with all hotel areas

• 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

• Act in accordance with policies and procedures when working with front of house equipment and property management systems

• 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

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.
• 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.