A Personal Concierge Agent with Waldorf Astoria Hotels and Resorts is responsible for delivering personalized service by offering information about the hotel and the surrounding area to all Guests and VIP Guests, throughout their stay at the hotel.
What will I be doing
As a Personal Concierge Agent, you will be responsible for anticipating and addressing the needs of Guests and VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Personal Concierge is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Welcome, greet, and guide guests upon their arrival, ensuring a warm and seamless introduction to the hotel.
Act as the primary point of contact for regular and VIP guests, ensuring all team members are informed of their specific preferences and requirements.
Maintain accurate, up-to-date guest profiles in the system, with a focus on detail and adherence to data privacy regulations.
Collaborate with guests to understand their preferences for room decorations and coordinate arrangements to meet their needs and event themes.
Oversee the setup of room decorations, ensuring all details align with the guest’s preferences, are aesthetically pleasing, safe, and completed on time.
Actively seek feedback from guests to ensure their satisfaction, and address any inquiries in a timely, efficient, and professional manner.
Serve as a trusted point of contact for long-term or VIP Diamond guests, offering guidance, recommendations, and information to enhance their stay.
Handle and resolve guest concerns or complaints quickly and effectively, ensuring guest satisfaction is always maintained.
Consistently deliver exceptional service in the Reception, Lobby, and Executive Lounge areas, ensuring a welcoming environment for all guests.
Demonstrate a comprehensive knowledge of hotel amenities, services, and events to maximize guest satisfaction and identify opportunities for upselling.
Foster positive communication and collaborative working relationships across all departments to ensure smooth operations.
Adhere to hotel security policies, fire safety regulations, and health and safety standards, ensuring a safe environment for both guests and staff.
Follow established procedures when using front-of-house equipment and property management systems to ensure compliance and operational efficiency.
Provide support to other hotel departments as needed, assisting with additional tasks to meet guest and hotel needs.
Act as the main point of contact for guest inquiries, offering advice, information, and booking services for various requests, including tours, tickets, restaurant reservations, medical services, and flight arrangements.
Accurately process and deliver guest messages and correspondence in a timely manner.
Safely handle and store guest luggage, ensuring security and organization at all times.
Stay informed of all hotel services and special events to remain prepared for daily VIP and guest requirements.
Ensure safety, cleanliness, and orderliness around the lobby and entrance areas, adhering to safety guidelines.
What are we looking for
A Personal Concierge Agent serving Waldorf Astoria Hotels & Resorts is always working on behalf of our guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
Minimum 2-3 years of experience in a high-end or luxury hotel, or an equivalent setting
Proven track record of working as a Personal Concierge Agent or Front Desk Experience in a fast-paced environment.
Commitment to delivering a high level of customer service
Positive attitude and good communication skills
Flexibility to respond to a variety of different work situations
Ability to work on your own and as part of a team
Excellent grooming standards
Knowledge of the local area
Excellent communication and interpersonal skills.
Keen eye for detail and commitment to quality.
Ability to work a variety of shifts including weekends, days, afternoons and evenings
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Previous experience working in Personal Concierge in a luxury hotel
Fluency in German or Russian (both written and spoken) is required.
What will it be like to work for Hilton
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
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