Pre-Arrival Concierge

***The location for this position is virtual/remote***

This is your chance to be part of our Hotel Operations team that oversees the daily functions of our The Westerly at Hilton Aruba Caribbean Resort! A Pre-arrival Concierge serves as an important contact for our guests at The Westerly. Managing the guest pre-arrival needs and providing information about the resort. You will coordinate with all hotel departments to meet guest expectations throughout their stay.

HOW WE WILL SUPPORT YOU

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate.

**Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

• Create detailed, personalized VIP experience journeys for guests from the moment of booking through check-in, including pre-stay communication about arrival arrangements, room selection, and resort amenities.
• Be the main contact for The Westerly guests, ensuring all departments are briefed on guest preferences and special requests.
• Respond promptly to guest inquiries via phone and email, inputting relevant information into hotel systems and coordinating with on-property concierge teams.
• Mail pre-arrival amenities and upsell resort offerings to enhance the guest experience and support revenue generation.
• Reservation of transportation arrangements (third party) for off-property experiences.

How you will collaborate with others:

• Partner with on-property concierge and front office teams to ensure seamless guest handoffs and service continuity.
• Coordinate with hotel departments such as Housekeeping, Food & Beverage, and Activities to meet guest preferences and special arrangements.
• Attend regular virtual team meetings and planning sessions to stay aligned with resort operations and guest service strategies.

What deliverables you will take ownership of:

• Manage the pre-arrival guest communication process, including crafting personalized outreach and managing guest profiles in the system and itineraries.
• Deliver VIP guest experience plans, ensuring all touchpoints are implemented and documented for internal coordination.

WHY YOU'LL BE A GREAT FIT

You have these minimum qualifications:

• Three (3) years of work experience in Hospitality
• Experience managing the expectations of elite clientele, with an understanding of luxury standards and personalized service.
• Proficiency in navigating hotel systems such as OnQ and managing guest data
• Must reside in the Eastern or Central time zone
• Current and valid passport required for travel to Aruba
• Travel up to 25%

It would be useful if you have:

• Elevated English writing skills; Spanish language skills
• Experience working remotely with a dedicated home office setup

WHAT IT IS LIKE WORKING FOR HILTON

Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands . Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.

Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”),  a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount. The hourly salary for this role is $23 and is determined based on applicable and specialized experience and location. #LI-REMOTE