Personal Concierge / Lobby Ambassador

About the role

The Personal Concierge/Lobby Ambassador is the first point of contact for VIP guests, ensuring a memorable and seamless experience from arrival through stay. You will manage guest impressions in the lobby, executive lounge, and reception areas while coordinating with hotel departments to fulfill guest needs.

Key responsibilities

• Greet, welcome, and direct guests entering the lobby.
• Serve as the primary liaison for VIP guests, briefing all relevant hotel departments on their requirements.
• Collect verbal feedback regularly and respond promptly to guest inquiries.
• Manage amenity requests, long‑stay guest support, and resolve complaints efficiently.
• Maintain high standards of customer service across reception, lobby, and executive lounge.
• Promote hotel facilities, identify upselling opportunities, and suggest seasonal décor enhancements.
• Coordinate with the Executive Lounge Manager to recognize and reward loyal guests within budget.
• Attend reception and executive lounge meetings, ensure staffing levels meet demand, and comply with safety and security regulations.

Required profile

• Passion for delivering warm, hospitality‑focused service.
• Integrity, leadership, teamwork, and a strong sense of ownership.
• Ability to act with urgency and maintain composure under pressure.
• Excellent communication skills and a proactive, creative mindset.

Required skills

• Familiarity with front‑of‑house equipment and Property Management System (PMS).