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Job Title:
Hilton Lexington Downtown Hotel
Thank you for your interest in New Castle Hotels & Resorts.
Looking for the right next step in your career? Stop searching! New Castle Hotels and Resorts is now seeking a dynamic, hands-on hospitality professional - one who is focused on delivering outstanding customer service - to join our team.
New Castle owns and operates Marriott, Starwood & Hilton hotels as well as upscale independent hotels and resorts throughout the United States and Canada. A top 100 Management Company, we offer a variety of fulfilling career opportunities for ambitious, growth-oriented individuals.
New Castle is committed to open communication and teamwork. Our culture allows employees at every level to contribute and grow with us.
Compensation and benefits...
We offer our team members competitive pay and comprehensive benefits including:
  • Health Insurance
  • Dental Insurance
  • Life and AD & D Insurance
  • Long Term Disability Insurance
  • 401k or Group RRSP with Employer Match
  • Room Rate Discounts at NCHR Properties
  • Paid Vacation/Holiday/Sick Time
Note: Benefits may vary by hotel and position
Review the job description and requirements below to see if
New Castle is the place for you.
Job Description

If interested in this position, you must submit an application on our website,

Position Summary: The main functions of the Concierge is to answer guest inquiries regarding and/or making arrangements for dining, entertainment, sports events, recreation tours, health and beauty services, child care, transportation, religious worship, cultural activities, shopping, floral services, and other services.  The Concierge must maintain a welcoming attitude and welcome all service questions and requests.

Accountabilities: The Concierge is directly responsible for the prompt, efficient, and courteous service to guest inquiries and for meeting many other guests’ needs during their stay.

Job Requirements

Education & Experience:

  • Experience in a hotel or a related field preferred
  • High School diploma or equivalent required, College course work in related field helpful
  • Previous customer service experience required
  • Minimum of 1 year in like role
  • Front Desk or Concierge experience preferred


Tools & Equipment:

  • Computer, copier, scanner, other office equipment, telephone, two way radio
  • Ability to work in Excel, Word


Work Environment:

  • Under variable temperature conditions
  • Under variable noise levels
  • Outdoors/Indoors
  • Around chemicals, fumes and or odor hazards
  • Around dust and or mite hazards


Physical Requirements:

  • Long hours sometimes required
  • Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
  • Ability to work under variable temperatures and noise levels
  • Near Vision - The ability to see details at close range
  • Ability to bend, stretch, twist or reach with your body and arms
  • Must be able to stand and/or walk for lengthy periods of time without leaning


Mental Requirements:

  • Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English
  • Must be able to evaluate and select among alternative courses of action quickly and accurately
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
  • Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need
  • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
  • Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions
  • Multi-lingual skills helpful

Duties & Functions


  • Approach all encounters with guests and employees in a friendly, service oriented manner
  • Maintain regular attendance in compliance with New Castle standards, as required by scheduling which will vary according to the needs of the hotel
  • Maintain high standards of personal appearance and grooming, which include wearing the proper business attire and nametag when working
  • Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations
  • Handle incoming/outgoing calls
  • Answer guest inquiries and/or giving directions to the hotel facilities, meeting rooms or events held therein
  • Process and notify guests of receipt of facsimiles, mail, messages, and packages
  • Assist guests in sending of facsimiles, mail, messages, and packages
  • Log all requests and confirm completion
  • Direct guests to daily functions within the hotel
  • Maintain current information and materials regarding hotel facilities and services, and local restaurants, and attractions
  • Maintain current resume book related to conventions, meetings, and special events held in the hotel and the city
  • Maintain and market special guest programs
  • Know VIP procedures
  • Be familiar with guest privacy
  • Know VIP procedures
  • Run various in house reports
  • Log and Contact housekeeping or maintenance staff when problems are reported
  • Make and confirm reservations
  • Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions
  • Maintain clean work area
  • Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention


  • Run copies and charge guests as needed
  • Send faxes and charge as needed
  • Review changes in Policy and Procedure
  • Stock and clean work space for next shift
  • Other duties as required
  • Participate in all departmental meetings
New Castle Hotels & Resorts is an Equal Opportunity Employer. M/F/V/D