VIP Guest Experience Concierge

Hilton; Kuwait; On-site; KWD 6,696 - 11,160; Full time

Job summary

Hilton is seeking a Guest Relations Executive to manage VIP guest needs and ensure an exceptional guest experience. You will greet guests, brief departments on VIP requirements, and handle feedback and inquiries promptly in a dynamic hotel environment.

You will also support long‑stay guests, resolve complaints, and seek upsell opportunities while maintaining top service levels across Reception, Lobby, and Executive Lounge. Strong IT proficiency and teamwork are essential.

Qualifications

• An ability to listen and respond to demanding guest needs.
• Excellent leadership, interpersonal and communication skills.
• Accountable and resilient.
• Commitment to delivering a high level of customer service.
• Ability to work under pressure.
• Flexibility to respond to a variety of different work situations.
• Previous experience in a customer service function or in a similar role.
• A passion for delivering an exceptional level of guest service.
• High level of IT proficiency.

Responsibilities

• Meet, greet and direct guests who enter the lobby area.
• Serve as the main point of contact for VIP guests and brief hotel departments on their requirements.
• Seek verbal feedback from customers and respond to queries promptly.
• Act as contact for long‑stay guests and offer information or advice.
• Manage, record and resolve guest complaints promptly.
• Maintain very high customer service levels for Reception, Lobby and Executive Lounge.
• Identify opportunities to upsell and promote services when appropriate.
• Suggest lobby/reception decoration ideas for seasonal periods.
• Coordinate rewards with the Executive Lounge Manager while respecting budget.
• Maintain communication with all hotel areas and staffing levels.
• Attend Reception and Executive Lounge meetings.
• Comply with security, fire regulations and health and safety laws.
• Follow front‑of‑house policies and use property management systems correctly.
• Assist other departments as required.

Skills

Listening

Communication

Leadership

Interpersonal skills

Customer service

Resilience

Work under pressure

Flexibility

Tools

IT proficiency

CRM systems

Job description

Hilton is seeking a Guest Relations Executive to manage VIP guest needs and ensure an exceptional guest experience. You will greet guests, brief departments on VIP requirements, and handle feedback and inquiries promptly in a dynamic hotel environment.

You will also support long‑stay guests, resolve complaints, and seek upsell opportunities while maintaining top service levels across Reception, Lobby, and Executive Lounge. Strong IT proficiency and teamwork are essential.