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 provide personalized and attentive service to guests, ensuring their stay is seamless and exceeds expectations. From greeting guests upon arrival to managing their day-to-day requests, you will act as a key point of contact throughout their stay, handling special arrangements, dining reservations, and guest requests. As a Guest Experience Maker, you’re not just providing guests with exceptional service – 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 Welcome & Assistance: Greet guests warmly, assist with arrival and departure, and provide a smooth and welcoming experience throughout their stay.
• Resort Orientation: Welcome guests with a personalized resort orientation, providing a guided tour of the facilities, restaurants, activities, and key services to help them feel comfortable and make the most of their stay.
• Personalized Guest Experience: Build genuine connections, understand guest preferences, anticipate needs, and create memorable experiences through thoughtful and personalized service.
• Guest Requests & Coordination: Handle guest requests and special arrangements efficiently, working closely with Front Office and other Resort departments to ensure seamless service.
• Issue Resolution & Experience Enhancement: Address guest concerns promptly and proactively seek opportunities to elevate their stay. Ensure effective resolution and guest satisfaction.
• Special Occasions: Coordinate arrangements for birthdays, anniversaries, celebrations, and other special moments to exceed guest expectations.
• Front Office & Operations: Support check-in and check-out, arrival preparations, daily administrative tasks, payments, checklists, and other Front Office responsibilities.
• Resort & Buggy Services: Provide buggy transportation when required and maintain good knowledge of Resort facilities, services, and experiences to assist and upsell guests.
• Privacy & Standards: Maintain guest privacy and confidentiality while following Hilton Brand Standards, Resort policies, health and safety requirements, and operational procedures.
• Guest Satisfaction & Improvement: Monitor guest feedback, contribute ideas for service improvements, and continuously look for opportunities to enhance the overall guest experience.

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:

• At least 2 years of experience with an international luxury hotel brand in a similar role.
• Exceptional communication and interpersonal skills with a discreet, guest-focused approach
• Strong attention to detail and ability to anticipate guest needs
• Fluent in English; additional languages are a plus
• Proficient in hotel systems and in-room technology
• Professional appearance and ability to handle confidential information
• Strong sense of responsibility and self-motivation.
• Effective time management and multitasking skills
• Good communication, organization and coordination skills.
• Warm, welcoming, always smiling and pleasant.
• Confident, well-groomed and dressed smartly.