With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Chief Concierge oversees the Concierge team, ensuring exceptional, personalized service and seamless handling of all guest requests. This role leads daily operations, curates bespoke guest experiences, and maintains strong relationships with guests and local partners.
The Chief Concierge ensures service excellence in line with luxury brand standards, Forbes Travel Guide requirements, and Les Clefs d'Or standards, while driving guest satisfaction, loyalty, and overall experience.
Duties & Responsibilities
- Lead and oversee all Concierge operations, ensuring exceptional and personalized guest service
- Manage, train, and develop the Concierge team to maintain luxury service standards
- Meet and greet VIP, long-stay, and high-profile guests, ensuring a warm and personalized arrival experience
- Handle VIP and special requests with professionalism and discretion
- Curate and coordinate bespoke guest experiences, including dining, transport, and events
- Coordinate with third-party vendors to ensure seamless service delivery
- Maintain strong relationships with external partners and service providers
- Ensure proper handling, storage, and delivery of guest parcels, messages
- Ensure the team is well-informed on local attractions, trends, and experiences
- Ensure compliance with safety, security, and emergency procedures within the concierge area
- Monitor guest feedback and service quality, implementing improvements where needed
- Ensure cleanliness, organization, and presentation of the hotel driveway and arrival experience
- Manage staffing, scheduling, and departmental performance
- Collaborate closely with Front Office and other departments for seamless operations
- Ensure compliance with brand standards, policies, and procedures
Guest And Team Member Experience
- Full adherence on the company's policy on H arassment and Violence-Free Workplace
- Ensures a strong professional relationship with all levels of Team Members within the hotel, taking an active interest in their welfare, safety and development.
- Respectful of the time of the organization as well as that of other Team Members. Puts a high value in promptness for any related work attendance matters, be it training, meetings or daily work.
- Encourages Team Members to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
Communication
- Ensures that the confidentiality of all Team Member information and benefits packages must be strongly adhered to.
Operational
- Assists in making sure that Team Members Hub area and other facilities are maintained to high standards of operation.
- Ensures that the Brand Service Standards is fully implemented and adhered to
What are we looking for
A Chief Concierge serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour's, skills, and values that follow:
- Secondary school education and above.
- At least 3 years in a supervisory level position in Concierge operation.
- Fluent in English to meet business needs.
- Appreciate Hilton culture.
- Good character and ethics.
- Strictly obey the relevant laws and regulations, internal policies and implementations.
- Strong sense of principle, professional management ability, a good team player, excellent interpersonal skills, sense of decency, honest and reliable.
- Have a strong sense of responsibility and learning ability.
- Hotel management experience preferred, but not required.
- Member of the Golden Key Association preferred.
What will it be like to work for Hilton
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
Work Locations
Waldorf Astoria Kuala Lumpur
Schedule
Full-time
Brand
Waldorf Astoria Hotels & Resorts
Job
Guest Services, Operations, and Front Office
