Arrival Ambassador - Conrad Orlando

Hilton • Orlando, FL

9d • Onsite

About The Position

The Arrival Ambassador manages arrival and departure processes for Conrad Orlando resort guests. Primarily assigned to the entrance gate, this role welcomes arriving guests, provides directions, communicates guest details to the Conrad Orlando team for personalized greetings, and partners with Conrad Orlando and Evermore security teams as needed. The role also covers shifts in the Conrad Orlando lobby, greeting guests and coordinating with guest services team members to provide a seamless arrival and departure experience.

The Arrival Ambassador serves as a resource on resort amenities and helps maintain the integrity of the resort’s access-control systems and processes. The role requires exceptional customer service, effective communication, knowledge of the resort and surrounding area, and the ability to manage guest flow, respond to concerns, and assist in emergencies. Team members may work at various assigned locations based on operational demand.

Requirements

• High school diploma or GED.
• At least 3 years of experience in a guest-service-related role.
• Knowledge of security operations and general protocols.
• Excellent verbal and written communication, interpersonal, and customer-service skills.
• Ability to interact effectively with a wide range of people and exercise patience, tact, and diplomacy in tense situations.
• Strong organizational, attention-to-detail, problem-solving, and time-management skills, including the ability to meet deadlines.
• Ability to multitask and work effectively in a fast-paced and sometimes stressful environment.
• Proficiency in Google Workspace, Microsoft Office Suite, or similar software.
• Ability to work independently with minimal supervision.
• Professional appearance and demeanor.
• Ability to work weekends, holidays, overtime, and rotating schedules.
• Ability to safely lift, pull, and push up to 50 pounds; stand, walk, stoop, kneel, bend, and reach periodically; and sit and use a computer for hours at a time.
• Ability to work both indoors and outdoors, view a computer screen for extended periods, and perform repetitive hand motions.
• Ability to drive a motor vehicle and golf cart.

Nice To Haves

• Valid Florida Driver’s License with an acceptable driving record.

Responsibilities

• Welcome guests at the resort entrance and lobby, answer questions, provide directions, and help ensure a warm, seamless arrival experience.
• Communicate guest details to the Conrad Orlando front drive team to support personalized greetings.
• Share information about resort amenities, services, and local attractions.
• Monitor arrivals and departures, manage queues during peak periods, and coordinate with staff to minimize wait times.
• Respond promptly and professionally to guest concerns, escalating issues to the appropriate department or Manager on Duty when needed.
• Follow access-control procedures and partner with Conrad Orlando and Evermore security teams.
• Assist guests, visitors, and Team Members during emergency situations; provide initial assistance or alert emergency services as required.
• Enter and locate guest or work-related information using computers, mobile devices, or other electronic systems.
• Complete shift summaries, daily activity reports, and incident reports.
• Maintain confidentiality of proprietary information and protect company assets.
• Maintain positive working relationships, support team goals, and build relationships with leaders, vendors, contractors, and other stakeholders.
• Support the resort safety program and assist other departments through direct or indirect action.
• Work at various assigned locations based on operational demand and perform other related duties as assigned.

Benefits

• Discounted travel through the Go Hilton program, including 110 nights and room rates as low as $40 per night.
• Employee stock purchase program with a 15% discount on Hilton shares.
• Paid parental leave for eligible Team Members, including partners and adoptive parents.
• Caregiving concierge services.
• Crisis Concierge support during times of loss.
• Free counseling and support through the Employee Assistance Program for eligible Team Members.
• Paid time off.
• Health plans, dental coverage, and vision-related benefits.
• Retirement plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED