Senior Bell Captain & Concierge Team Lead

Hilton; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

Hilton is seeking a Bell Captain in Kuala Lumpur to organize and coordinate Concierge services, ensuring memorable guest experiences from arrival to departure. The role demands leadership of the Concierge team, maintaining Hilton Brand Standards, and proactive guest engagement.

You will supervise operations, train staff, and handle guest requests with a focus on service recovery and efficient communication with the Guest Service Manager.

Qualifications

• Maintain high customer service focus with guests in mind.
• Motivate and guide concierge team to meet standards.
• Excellent communication with guests and colleagues.
• Resolve issues promptly while maintaining service quality.

Responsibilities

• Actively seek verbal feedback from guests and implement improvements.
• Greet guests and ensure a warm, at-home arrival experience.
• Promote Hilton Honors to guests and enroll new members.
• Handle complaints and communicate with Front Office Manager for follow-up.
• Assist on duty during busy days or events to support operations.
• Escort guests to rooms and explain facilities and features.
• Coordinate luggage handling and prompt deliveries.
• Lead and motivate Concierge, Bellman and Valet teams.
• Plan rostering with business needs and allocate tasks.
• Share information about hotel facilities and local attractions.

Skills

Customer service

Team leadership

Communication

Problem solving

Guest relations

English proficiency

Upselling Hilton Honors

Job description

Hilton is seeking a Bell Captain in Kuala Lumpur to organize and coordinate Concierge services, ensuring memorable guest experiences from arrival to departure. The role demands leadership of the Concierge team, maintaining Hilton Brand Standards, and proactive guest engagement.

You will supervise operations, train staff, and handle guest requests with a focus on service recovery and efficient communication with the Guest Service Manager.