The Westerly Concierge - Hilton Aruba Caribbean Resort & Casino

Job description

The Westerly Concierge serves as a dedicated lifestyle ambassador for The Westerly Tower, delivering highly personalized, anticipatory, and memorable guest experiences. This role designs and coordinates tailored itineraries, manages special requests, supports VIP and repeat guest recognition, and acts as a trusted local expert, ensuring that every Westerly guest experience seamless luxury from through departure.

Position Summary:

The Westerly Concierge is responsible for providing elevated concierge and guest relations services tailored to a luxury resort-within-a resort environment. The role blends traditional concierge expertise with proactive guest engagement, service recovery, and close collaboration with Front Desk, Bellmen, Housekeeping, Food & Beverage, Spa, Casino, and external partners.

 

The scope of responsibilities may evolve in response to operational needs and business demands.

 

Pre-Arrival, Arrival & In-House Support

•        Support pre-arrival planning for Westerly guests, including special requests, celebrations, VIP arrangements, and custom itineraries.

•        Coordinate with Front Office, Housekeeping, and Guest Experience teams to ensure room readiness, amenities, and preference accuracy.

•        Oversee seamless airport-to-resort transportation and arrival experience.

•        Brief internal teams (front office, housekeeping, F&B) on guest preferences and itinerary highlights.

•        Serve as the primary point of contact for guests throughout their stay.

•        Ensure consistency of luxury standards across all touchpoints.

 

Guest Engagement & Personalized Service

•        Welcome Westerly guests with a warm, professional, and personalized approach,     ensuring immediate recognition whenever possible.

•        Actively engage with guests to understand preferences, interests, and special occasions.

•        Organize custom daily itineraries including spa treatments, dining reservations, excursions, cultural experiences, and leisure activities.

•        Provide expert recommendations and arrangements for dining, excursions, transportation, entertainment, wellness, shopping, and cultural experiences, both on- and off-property.

•        Coordinate with internal departments and external partners to ensure flawless execution.

•        Anticipate guest needs and proactively suggest services that enhance the stay experience.

 

 

VIP, Honors & Repeat Guest Recognition.

•        Support Hilton Honors Gold, Diamond and Diamond Reserve recognition standards specific to The Westerly Tower.

•        Ensure accurate guest preference documentation in OnQ and other systems.

•        Participate in VIP arrivals, special moments, and curated recognition touches in line with brand standards and approved budgets.

 

Service Recovery & Guest Resolution.

•        Handle guest concerns professionally and empathetically, applying Hilton’s HEART / Make It Right service recovery principles.

•        Resolve issues promptly or escalate appropriately while maintaining ownership of the guest experience.

•        Document guest interactions, preferences, and resolutions accurately in OnQ.

 

Communication & Coordination

•        Answer phone calls, emails, and digital guest requests promptly and professionally.

•        Coordinate closely with internal departments to deliver seamless experiences.

•        Maintain strong relationships with trusted external vendors and service providers.

 

  Operational & Administrative Responsibilities

•        Maintain an organized concierge desk and guest-facing areas in line with luxury presentation standards.

•        Track and follow up on guest requests to completion.

•        Support lobby presence during peak arrival and departure periods.

•         Assist with check-in or check-out support when required for Westerly guests.

 

Collaboration & Operational Support

•        Work closely with Pre-Arrival Concierge, Front Office, Housekeeping, Spa, Food & Beverage, Recreation, and Security teams.

•        Coordinate with external vendors, tour operators, and transportation providers.

•        Support operational planning for high-profile guests, VIPs, and special events.

 

Departure & Post-stay Engagement

•        Coordinate smooth departure arrangements and airport transfers.

•        Arrange farewell gestures or personalized departure gifts.

•        Collect feedback and document guest preferences for future stays.

•        Maintain guest profiles to support long-term relationship building and repeat visits.

 

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

·  Hospitality - We're passionate about delivering exceptional guest experiences.
·  Integrity - We do the right thing, all the time.
·  Leadership - We're leaders in our industry and in our communities.
·  Teamwork - We're team players in everything we do.
·  Ownership - We're the owners of our actions and decisions.
·  Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

·  Quality
·  Productivity
·  Dependability
·  Customer Focus
·  Adaptability
·  Legal right to work in Aruba, including a valid work permit, Firma Liber (unrestricted authorization), or Aruban citizenship with a Dutch passport

Qualifications & Skills:

•        Previous experience in luxury hospitality, concierge services, or guest relations.

•        Strong understanding of personalized service and high-end guest expectations.

•        Exceptional communication, organization, and attention to detail.

•        Ability to anticipate guest needs and problem-solve under pressure.

•        Strong cultural awareness and local destination knowledge.

What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands .  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!