Director of Personal Concierge - Guest Relations

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will oversee the entire butler team, ensuring the delivery of personalized and high-end services to VIPs and discerning guests. As a  Director of Personal Concierge , you’re not just providing VIP guests with exceptional service – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Proven experience as a Guest Relations Manager or Senior Manager in a luxury hotel environment.
• Excellent communication and interpersonal abilities with a guest-centric approach.
• Skilled in handling VIP guests and resolving issues professionally and proactively.
• Familiarity with hotel PMS and luxury service standards.
• Fluent in English and Japanese; additional languages, such as Chinese, and Korean are a plus.
• Available to work varied shifts, including nights, weekends, and holidays.
• Positive, proactive, and committed to delivering exceptional guest experiences.

Here’s what you’ll do during a typical day:

• Guest Interaction & Relationship Building:  Welcome guests and serve as their main point of contact throughout their stay. Handle inquiries, special requests, and provide personalized service.
• Service Excellence:  Proactively check in with guests to ensure satisfaction. Arrange dining, transport, and room preferences to enhance the guest experience.
• VIP Services:  Deliver tailored service to VIPs and high-profile guests. Coordinate special occasions and personalized amenities.
• Problem Solving:  Resolve guest concerns professionally and efficiently. Collaborate with departments to fulfill guest needs promptly.
• Cross-Departmental Coordination:  Communicate guest preferences to relevant teams. Ensure smooth service delivery across all touchpoints.
• Guest Feedback & Reporting:  Collect and report guest feedback to improve service. Maintain updated guest profiles and prepare daily interaction reports.