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! You will handle check-ins, special requests, and VIP services, ensuring that each guest’s stay is tailored to their preferences. As an Executive Floor Service Agent, personalized service to guests staying on the executive floor – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

• Guest Service Excellence: Deliver personalized check-in/out for VIP and executive guests. Anticipate and respond to guest needs with professionalism and discretion.
• VIP Services & Special Requests: Coordinate dining, transport, and personalized amenities for VIPs. Ensure all special requests are fulfilled to luxury standards.
• Lounge & Room Maintenance: Maintain executive lounge cleanliness and readiness. Collaborate with housekeeping to uphold room standards.
• Cross-Department Collaboration: Communicate guest preferences and feedback to relevant teams. Work closely with concierge, F&B, and housekeeping for seamless service.
• Problem Solving: Resolve guest concerns promptly and professionally. Proactively prevent service disruptions.
• Guest Engagement: Share information on hotel amenities and local attractions. Offer tailored recommendations based on guest interests.
• Reporting & Administration: Update guest profiles and prepare daily reports on interactions and VIP services.

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:

• Previous experience in luxury guest relations, executive floor, concierge, or VIP services.
• Strong communication and interpersonal abilities with a guest-centric approach.
• Skilled in handling high-profile guests with professionalism and confidentiality.
• Ability to anticipate needs and resolve issues efficiently.
• Familiarity with hotel PMS and luxury service standards.
• Fluent in English; additional languages are a plus.
• Available to work nights, weekends, and holidays.