Personal Concierge Agent (Guest Relations) - Waldorf Astoria Ras Al Khaimah

Exceptional Hospitality Starts with You
Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Personal Concierge Agent , you’re not just assisting guests with special requests and services – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Responsibilities
Here's what you'll do during a typical day:
ESSENTIAL FUNCTIONS

- 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 hotel’s 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.

SUPPORTIVE FUNCTION

- Report to the Front Office Manager any maintenance that needs attention at the lobby.

- Following through these maintenance issues when required.

- Liaising with Housekeeping regarding accommodation requirements.

- Assisting with the duties of other departments if limited staff and upon management request.

Qualifications
What It Takes to Make the Stay
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

- Ability to effectively deal with team members and guests who will require 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 the operations in hotels.

- 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.