وصف الوظيفة
Role Overview
Personal Concierge Agent at Waldorf Astoria Ras Al Khaimah, operated by Hilton, located in Ras Al Khaimah. You will be the primary point of contact for guests, managing their first and last impressions and delivering exceptional hospitality experiences.
Company Overview
Hilton is a global leader in hospitality that has welcomed more than 3 billion guests worldwide. The company is committed to filling the earth with the light and warmth of hospitality and has earned repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune.
Role Purpose
To brighten guests' days by delivering memorable experiences and spreading the light and warmth of hospitality. You will manage first and last impressions, directly address the needs of VIP and regular guests, and ensure all team members are briefed on guest requirements to deliver an exceptional stay.
Key Responsibilities
Guest Relations & Service Delivery
- Meet, greet and direct guests entering the lobby area.
- Serve as the main point of contact for regular guests and VIP guests, ensuring hotel departments are fully briefed on their requirements.
- Build and maintain positive relationships with guests and team members.
- Seek verbal feedback from customers on a regular basis and respond to all guest queries in a timely and efficient manner.
- Serve as the main point of contact for long-stay guests, ensuring they experience a comfortable and memorable stay.
- Deliver the True Waldorf Service promise to guests by being the main point of contact before, during and after their stay.
- Demonstrate a thorough understanding of all hotel facilities and services, and identify opportunities for up-selling and promoting when appropriate.
- Answer queries from guests and refer them to appropriate contact points for further information.
- Escort guests to their room and explain all hotel and room facilities.
- Collect golden nuggets and enter them into guest profiles to customize and personalize the guest experience.
Standards & Compliance
- Follow Personal Concierge guidelines and standards as per the hotel's and Waldorf Astoria updates on the concept.
- Ensure the delivery of high standards to guests.
- Carry out daily administration tasks and complete checklists.
Guest Issue Resolution
- Manage, record and resolve guest complaints promptly.
- Ensure speedy resolution to any problems that may arise on shift.
Coordination & Support
- Liaise with other departments regarding matters arising, including Security, Housekeeping, Engineering, Accounting and Food & Beverage.
- Report to the Front Office Manager any maintenance requiring attention at the lobby.
- Follow through on maintenance issues when required.
- Liaise with Housekeeping regarding accommodation requirements.
- Assist with the duties of other departments if staff levels are limited and upon management request.
Skills & Competencies
- Ability to effectively deal with team members and guests with high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
- Excellent interpersonal skills to provide overall guest satisfaction.
- Excellent mathematical comprehension to understand and interpret numbers as they apply to hotel operations.
- Ability to access and accurately input information using a moderately complex computer system.
- Ability to read, write, speak and understand the English language to communicate effectively with guests and team members.
- Ability to work under pressure and deal with stressful situations during busy periods.
Additional Information
Hilton supports career development and progression. The company offers a global workplace culture recognized as award-winning and provides support for team members at every step of their journey, whether starting a career or exploring something new.