Requirements
Proven experience in guest-facing operations and service delivery, demonstrating calmness, efficiency, resourcefulness, and strong organizational skills. Requires strong interpersonal and communication skills, with the ability to engage effectively with guests and team members, listen attentively, and respond appropriately to guest needs. Must be able to adapt and perform effectively in a dynamic work environment, maintain a professional appearance, and demonstrate a commitment to delivering high-quality guest service experiences. Experience in front office management is also required.
Description
Job description / Role
Job Type
Full Time
Job Location
Abu Dhabi, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Travel, Hotel & Tourism
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! As a lobby ambassador (Arabic speaker), you’re not just ensuring a positive first impression and seamless lobby experience – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Here's what you'll do during a typical day:
Be the brand ambassador of the hotel, providing a positive “first impression” while guests walk in to the hotel.
Deliver the highest quality and brand service standards to consistently meet and exceed guest expectations.
Anticipate guests' needs, handle enquiries and complaints promptly and efficiently.
Create a positive work environment by maintaining the highest level of ethics and integrity consistent with applicable Hilton guidelines.
Command a presence of respect and humility; demonstrating the ability to motivate and readily communicate expectations and follow up with team members across departments in the hotel.
Ensure self is well groomed at all times. Luxury in self-image and service delivery is to be applied at all times.
Work with CRM systems to ensure that customer feedback is properly logged, monitored, and addressed.
Make sure stay experience score is always above target with overall experience meeting month-to-date/year-to-date targets.
Empower oneself to make bold and quick decisions that align with meeting guests' expectations across departments.
Welcome and greet guests in the lobby, ensuring guests feel welcome and delivering the WOW service to every guest handled.
Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service.
Be involved in the Hilton experience for guests celebrating moments with us.
Investigate and resolve customer complaints in person, on the phone, and via mail.
Review daily VIP reports and ensure VIPs are greeted and sent off well. All information is to be shared with relevant departments.
Ensure the lobby is kept clean at all times, guests are properly handled in queue, and a smooth check-in and check-out process is maintained.
Be aware of daily events and VIP guests' arrivals.
Serve your role and team in an environmentally conscious manner.
Develop a close and harmonious working relationship with all other departments in the hotel, while maintaining good communication to assist with guests' needs.
Have complete knowledge of Hilton hotel standard operating procedures and local policies.
Leverage artificial intelligence (AI) and technology such as Kipsu, Stay Experience, and Synergy to proactively meet customers’ needs while shaping culture and processes for innovation and continuous improvement.
Be knowledgeable on all facts about hotel products, including room types, room rates, relative features and facilities, food and beverage outlets, and the executive lounge.
The management reserves the right to make changes to this job description at its sole discretion and without advance notice.
What it takes to make the stay
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.
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 in managing guest-facing operations and service delivery.
Demonstrates calmness, efficiency, resourcefulness, and strong organisational skills in handling daily operations.
Strong interpersonal and communication skills, with the ability to engage effectively with guests and team members.
Ability to listen attentively and respond appropriately to guest needs, including challenging or high-demand situations.
Demonstrates accountability, resilience, and sound judgement under pressure.
Ability to adapt and perform effectively in a dynamic work environment with varying operational demands.
Maintains a professional and presentable appearance in line with organisational standards.
Demonstrated commitment to delivering high-quality guest service experiences.
Experience in front office management.
Join an award-winning workplace culture
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the team members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the world’s best workplaces list by Great Place to Work and Fortune. With our suite of world-class brands and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
About the Company
Facing the West Bank, our resort rests on the edge of the River Nile, less than seven kilometers from central Luxor via shuttle. We have traditional felucca sailing and horseback and camelback tours of the riverbanks, with both Karnak and Luxor temples within four kilometers. Perks include our holistic spa, two infinity pools, and a kids' corner.
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