Personal Concierge / Guest Relations Agent - Waldorf Astoria Ras Al Khaimah

The Personal Concierge is responsible for managing the first and last impressions of our Guests. In addition, the Personal Concierge is also responsible for directly addressing the needs of VIP Guests and informing other Team Members of VIP needs in order to ensure an exceptional Guest experience.

What will I be doing

The Personal Concierge is responsible for managing the first and last impressions of our Guests. In addition, the Personal Concierge is also responsible for directly addressing the needs of VIP Guests and informing other Team Members of VIP needs in order to ensure an exceptional Guest experience. Therefore, he/she is responsible for performing the following tasks to the highest standards meeting, greeting and directing guests who enter the lobby area.

• Serving as the main point of contact for regular guests and VIP Guests and ensuring the hotel departments are fully briefed on their requirements.

• Building and maintaining positive relationships with Guests and Team Members

• Seeking verbal feedback from customers on a regular basis and responding to all Guest queries in a timely and efficient manner.

• Serving as the main point of contact for long-stay guests - ensuring they spend a comfortable and memorable stay.

• Following the Personal Concierge guidelines and standards as per the hotels and Waldorf Astoria updates on the concept.

• Managing, recording and resolving Guest complaints promptly.

• Delivering the True Waldorf Service promise to our guests, by being the main point of contact for TWS guests before, during and after their stay.

• Demonstrating a thorough understanding of all facilities and services provided within the hotel and identifying opportunities for up-selling and promoting when appropriate.

• Carrying out daily administration tasks, completing check list.

• Answering queries from guests, referring them to contact points at which they can obtain further information

• Escorting the guests to the room and explaining all hotel and room's facilities.

• Ensuring the delivery of high standards to guests.

• Liaising with other departments regarding matters arising e.g. Security, Housekeeping, Engineering, Accounting, Food & Beverage etc.

• Ensuring a speedy resolution to any problems that may arise on shift.

• Collecting golden nuggets, entering them into the guests profiles in order to customize and personalize the guest experience.

What are we looking for

A Personal Concierge Team Members serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that reflect Waldorf Astoria Ras Al Khaimah:

• A passion for delivering exceptional levels service
• Excellent personal presentation and communication skills
• Ability to listen and respond to demanding guest needs including resolving of guest complaints
• Being well organized and paying attention to detail will support your ability to multi-task while maintaining a positive attitude
• Computer literate and able to navigate through Company systems
• Professional manner with an emphasis on hospitality and guest service
• Previous guest relations experience in the hotel, leisure, and/or entertainment sectors
• Cash handling experience