Personal Concierge​/Lobby Ambassador

Personal Concierge / Lobby Ambassador

Job Number:
HOT0

CAPM

Waldorf Astoria – West Bay Doha

A Personal Concierge / Lobby Ambassador serves as a key point of contact for guests and VIP visitors, ensuring a warm welcome, smooth stay experience, and prompt support for all guest needs. This role focuses on delivering exceptional hospitality, managing guest inquiries, and maintaining an organized, professional lobby environment.

• Welcome and direct all guests entering the lobby, ensuring a warm and professional first impression.
• Serve as the primary point of contact for VIP guests, briefing relevant hotel departments on their preferences and requirements.
• Collect regular verbal feedback from guests and respond promptly and professionally to all inquiries.
• Coordinate and follow up on guest amenities, ensuring accurate preparation and timely delivery.
• Act as a dedicated contact for long‑stay guests, support, information, and personalized assistance throughout their stay.
• Manage, record, and resolve guest complaints quickly while maintaining high service standards.
• Ensure consistently exceptional service levels within the Reception, Lobby areas.
• Maintain a thorough understanding of all hotel services and facilities, identifying opportunities for appropriate upselling.
• Contribute creative ideas for seasonal lobby and reception décor to enhance guest experience and overall ambiance.
• Collaborate with the line manager to track frequent guests, recognize loyalty, and select suitable rewards within budget.
• Foster strong communication and positive working relationships with all hotel departments.
• Comply with hotel security protocols, fire regulations, and all health and safety requirements.

• Excellent customer service with a warm and professional presence.
• Strong verbal and written communication skills, confident with VIP interactions.
• Effective problem‑solving and complaint‑handling abilities.
• High attention to detail in handling amenities, special requests, and guest preferences.
• Professional appearance and behavior at all times.
• Creative mindset for enhancing lobby ambiance and guest experience.
• Experience in Guest Relations, Concierge, Front Office, or similar hospitality roles.
• Knowledge of hotel operations, front‑of‑house procedures, PMS, and VIP protocols.
• Good understanding of hotel services, local attractions, and guest activity options.
• Proactive, service‑oriented, and able to anticipate guest needs.
• Strong teamwork and communication across departments.
• Flexible, reliable, and adaptable to changing guest needs.
• Calm under pressure during busy periods or emergencies.
• Able to stand for long periods and work flexible shifts.
• Strong commitment to health, safety, and security standards.
• High level of IT proficiency.

Hilton is the leading global hospitality company offering competitive compensation, benefits, and career development opportunities for all team members.

Full‑time

Waldorf Astoria Hotels & Resorts