Arrival Ambassador - Conrad Orlando

Job Identification: 213781 Job Category: Guest Services, Operations, and Front Office Job Schedule: Full time Salary $19/USD/Hourly Equal Opportunity Employer EOE, including disability/vets What will I be doing? Serve as Conrad Orlando Gate & Lobby Arrival Ambassador in ensuring a warm welcome to guests, answer questions, provide directions, and ensure a seamless experience. Clear communication with Conrad Orlando front drive team to provide guest details for a personalized welcome greeting. Address guest’s issues promptly and professionally, escalating matters to the appropriate department if needed. Must strive to provide exceptional customer service and create a positive first impression. Enter and locate guest or work-related information using computers, mobile devices and/or other electronic systems. During peak arrival or departure times, manage queues and maintain order to ensure an efficient flow of guests, coordinating with other staff members to streamline the process and reduce wait times. Handle emergency situations and may be responsible for providing initial assistance or alerting the appropriate emergency services if required; must be knowledgeable about resort emergency protocols. Maintain thorough knowledge of the resort layout, its offerings, and some knowledge of the city and surrounding areas. Effectively deal with internal and external customers, demonstrating patience, tact and diplomacy. Assist guests/visitors and Team members during emergency situations. Handle all interruptions and complaints; escalate to the Manager on Duty as needed. Complete a shift summary/daily activity or incident report. Maintain confidentiality of proprietary information and protect company assets. Maintain positive working relationships with others; support the team to reach common goals. Support the resort safety program to promote and ensure a safe working environment. Build strong relationships with key leaders, vendors, contractors, and other stakeholders. Support other departments through direct and indirect action. Be flexible to work at various assigned locations based on operations demand. Perform other related duties as assigned. Typical Day Highlights Create memorable first impressions: Welcome guests at the resort entrance and lobby, provide directions, answer questions, and ensure a warm, seamless arrival experience Coordinate personalized guest arrivals: Communicate guest details to the Conrad Orlando team to facilitate personalized greetings and exceptional service from the moment guests arrive Serve as a trusted resort resource: Share knowledge of resort amenities, services, and local attractions while assisting guests with requests throughout their stay Manage guest flow efficiently: Monitor arrivals and departures, maintain organized queues during peak periods, and partner with team members to minimize wait times Resolve guest concerns with professionalism: Respond promptly to guest inquiries and issues, using patience and diplomacy while escalating concerns when appropriate Support resort safety and security: Follow access control procedures, partner with security teams, and assist guests and Team Members during emergency situations when needed Qualifications High School Diploma or GED required. Minimum of 3 years experience in guest service related role. Knowledge of security operation and general protocols. Valid Florida Driver’s License with acceptable driving record preferred. Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Must excel at customer service and relationship building. Must possess excellent organizational skills, attention to detail and problem‑solving skills. Must possess excellent time management skills with a proven ability to meet deadlines. Ability to multitask and function well in a high‑paced and at times stressful environment. Proficient in Google Workspace, Microsoft Office Suite, or similar software. Self‑starter that can work independently with minimal supervision. Professional appearance and demeanor. Ability to work weekends, holidays, overtime, and rotating schedules. Physical Requirements Able to safely lift, pull and push up to 50 pounds. Able to stand, walk, stoop, kneel, bend, and reach periodically. Able to sit and use the computer for hours at a time. Subject to environmental conditions; work activities will occur inside and outside. Visually look at a computer screen for extended periods. Repetitive hand motions, such as typing or directional movements. Ability to drive a motor vehicle and golf cart. How We'll Help You Thrive Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world‑class hotels through our Go Hilton travel program. Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to build your financial future. Paid parental leave – We offer paid leave for eligible Team Members, including partners and adoptive parents. Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones. Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care. Mental health resources – Eligible Team Members can access free counseling and support through our Employee Assistance Program (EAP). Generous paid time off (PTO) – Recharge, relax, and take time for what matters most. Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered. Financial security for your future – Our retirement plans make it easier to save for what’s next. #J-18808-Ljbffr