Person Concierge Manager

Description

The Personal Concierge Manager is responsible for managing the Personal Concierge Team as well as delivering exceptional service to our Guests before, during and after the stay. In addition, the Personal Concierge Manager 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 Manager is responsible for managing the Personal Concierge Team as well as delivering exceptional service to our Guests before, during and after the stay. In addition, the Personal Concierge Manager 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, must perform the following tasks to the highest standards:

• Exhibit excellent guest relations through effective communication and problem resolution.
• Enhance guest satisfaction by engaging with guests in-person and digitally throughout the hotel premises.
• Relay guest feedback to management for continuous improvement.
• Serve as the primary contact for VIP guests, ensuring their needs are met.
• Create memorable "Surprise & Delight" experiences for guests.
• Delegate daily administrative tasks (e.g. recording of guest preferences, tracking of amenities, transportation requests, room decoration requests, lost and found, inventory etc).
• Lead the Personal Concierge team by encouraging a team spirit amongst team members.
• Assist in team performance reviews and provide coaching.
• Act as the Guest Champion on the Guest Experience Hotel Committee on behalf of Front Office.
• Maintain accountability and integrity in all responsibilities.
• Collaborate with all hotel departments seamlessly.
• Understand hotel services to identify up-selling opportunities.
• Train and develop team members to maximize their potential.

Requirements

What are we looking for?

A Personal Concierge Manage 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 follow:

• To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that reflect Waldorf Astoria Ras Al Khaimah:
• Previous managerial experience in a customer service function
• Ability to listen and respond to demanding Guest needs
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Flexibility to respond to a variety of different work situations
• Professional writing skills to communicate with guest via various channels.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Additional language skills apart from being fluent in English.
• This is a guest facing role with high personal engagement. Therefore, a true passion for people is required to flourish in this role.

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!