Concierge Agent – Hyatt Regency Lisbon

MISSION:

Deliver a highly personalised, knowledgeable and memorable guest experience by acting as the primary point of reference for
local information, services and recommendations. Represent the hotel’s service philosophy and brand values through proactive
assistance, discretion and attention to detail, enhancing guest satisfaction, loyalty and reputation. Anticipate guest needs by
actively engaging, listening and observing preferences, delivering meaningful and memorable experiences.
Act as a key contributor to the overall guest journey, anticipating needs, resolving requests efficiently and creating meaningful,
value-added experiences for guests.

MAIN RESPONSIBILITIES:

Guest Assistance & Personalised Service

• Provide accurate, up-to-date and tailored information regarding local attractions, restaurants, cultural events, transportation
  and leisure activities.
• Arrange and coordinate guest services including restaurant reservations, tours, transportation, tickets and special
  experiences.
• Anticipate guest needs through active engagement, asking questions and observing preferences to deliver personalised
  service.
• Ensure all guest requests are handled efficiently, professionally and with discretion, including timely follow-up.
• Provide assistance to guests with special needs or disabilities, ensuring comfort, accessibility and safety at all times.

Guest Experience & Service Excellence

• Deliver a seamless and memorable guest experience from arrival to departure.
• Provide personalised service and recognition to VIPs, repeat guests and loyalty programme members.
• Support the creation and execution of WOW moments and personalised in-room experiences based on guest profiles and
  pre-arrival information.
• Prepare and coordinate VIP amenities, welcome cards, guest profiles and special arrangements.
• Handle guest complaints and service recovery situations, escalating when necessary.
• Maintain a visible and approachable presence in guest areas.
• Exchange information with other employees using electronic devices (e.g., two-way radios, email, telephone, HyGeo on
  BOB).

Operations & Concierge Functions

• Support all concierge operations in accordance with hotel standards and procedures.
• Maintain strong knowledge of hotel services, facilities, room categories and daily operations.
• Stay informed of arrivals, departures, VIP guests, in-house groups and special arrangements.
• Assist with guest transportation arrangements and logistics when required.
• Support Front Office operations (including Front Desk or Guest Relations) when needed to ensure seamless service.

Guest Communication & Systems

• Communicate with guests and colleagues using clear, professional and courteous language at all times.
• Handle telephone communication following brand standards (timely answering, proper etiquette, accurate message
  handling).
• Monitor and manage guest requests through hotel systems such as HyGeo (BOB), OPERA and Zingle.
• Track, follow up and ensure closure of all guest requests and service cases within brand timelines.
• Support guest communication throughout the journey: pre-arrival, in-house, pre-departure and post-stay.
• Assist in monitoring and responding to guest feedback platforms (e.g., surveys and online reviews).

Local Partnerships & Network Management

• Build and maintain strong relationships with local partners, suppliers and service providers.
• Ensure the quality, reliability and consistency of recommended services.
• Keep updated records of contacts, preferred suppliers and guest feedback on external services

Internal Coordination & Additional Support

• Liaise closely with Front Office, Guest Relations, Housekeeping, Food & Beverage, Transportation and Security to ensure
  guest requests are fulfilled smoothly.
• Communicate special guest requests, preferences and arrangements clearly and accurately to relevant departments.
• Support group arrivals, events and special stays with tailored guest assistance.
• Coordinate guest requests concerning Lost & Found Items directly with Housekeeping and provide delivery services to
  departed or arriving guests.
• Assist with wake-up calls, guest messages and service coordination.
• Facilitate guest transportation or parking services when required and authorised.

Teamwork & Communication

• Foster positive working relationships and promote teamwork across all departments.
• Support colleagues and ensure clear communication of tasks and guest needs.
• Participate in team briefings and daily operational updates.
• Act as a role model in service delivery and professional behaviour.

Standards, Compliance & Administration

• Ensure compliance with hotel policies, brand standards and service procedures.
• Maintain accurate records of guest requests, bookings and follow-ups.
• Ensure confidentiality and proper handling of guest information.
• Follow safety, hygiene and security procedures at all times.
• Report maintenance issues or guest concerns through internal systems (e.g., InfraSpeak).

REQUIREMENTS:

• Previous experience in hospitality, concierge services, or customer service (preferred)
• Excellent communication and interpersonal skills
• Strong customer-oriented mindset and passion for hospitality
• Ability to anticipate guests’ needs and solve problems efficiently
• High sense of responsibility, organization, and attention to detail
• Ability to manage multiple requests in a dynamic environment
• Professional appearance and attitude
• Availability to work rotating shifts

COMPETÊNCIAS VALORIZADAS

• Experiência em hotelaria de 4 ou 5 estrelas
• Fluência em inglês (obrigatório)
• Conhecimento de sistemas PMS e plataformas de comunicação hoteleira (ex.: OPERA, Zingle, HyGeo)
• Conhecimento da cidade de Lisboa, restauração, cultura e experiências locais
• Capacidade de trabalhar sob pressão e gerir prioridades
• Inteligência emocional, discrição e empatia
• Espírito de equipa e foco na excelência de serviço