Guest Service Specialist at Waldorf Astoria Dubai International Financial Centre - UAE National[...]

Hilton Worldwide, Inc.; Dubai International Financial Centre; On-site; AED 110,000 - 147,000; Full time

Job summary

A luxury hospitality company is seeking a Guest Service Specialist for its Waldorf Astoria Dubai International Financial Centre. This role focuses on creating memorable experiences for all guests, especially VIP and long-stay guests, through exceptional service and attention to detail. The ideal candidate will possess strong communication skills, a positive attitude, and the ability to work both independently and as part of a team.

Qualifications

• Experience in guest services in hotels or entertainment sectors is advantageous.
• Maintain a strong knowledge of hotel products and services.

Responsibilities

• Welcome guests and engage with them throughout their stay.
• Manage the guest journey at all touchpoints.
• Anticipate guest expectations and deliver exceptional service.
• Monitor VIP guest satisfaction and maintain communication.
• Cooperate with Personal Concierge for amenities and inspections.
• Assist guests in high-traffic areas during peak times.
• Handle and resolve guest concerns, escalating issues as necessary.

Skills

Positive attitude and good communication skills

Commitment to delivering a high level of customer service

Calm, efficient, and organized

Ability to multi-task

Professional manner

Ability to work on your own and in a team

Competent level of IT proficiency

Job description

Job Description - Guest Service Specialist at Waldorf Astoria Dubai International Financial Centre - UAE Nationals Only (HOT0BZS6)

Work Locations

Waldorf Astoria Dubai International Financial Centre, Dubai International Financial Centre, 74777

As a Guest Service Specialist, you will play a pivotal role in shaping our guests' first impressions, committed to delivering an extraordinary and unforgettable experience that reflects the highest standards of courtesy, professionalism, and True Waldorf service.

In this role, you will personally welcome guests upon arrival, engage with them throughout their stay, and provide seamless assistance with their needs and inquiries. Your focus will be on delivering exceptional care, particularly for VIP and long-stay guests, ensuring their experience aligns with the brand’s excellence and Forbes 5-Star standards.

What will I be doing?

• Greeting and interacting with VIP and long-stay guests, providing assistance with their inquiries.
• Managing the guest journey at all touchpoints: pre-arrival, arrival, stay, departure, and post-departure, ensuring seamless and personalized experiences.
• Anticipating and exceeding guest expectations by ensuring preferences are met and leveraging opportunities to deliver exceptional service.
• Monitoring VIP guest satisfaction by maintaining proactive and consistent communication throughout their stay.
• Reviewing daily arrivals to flag VIP guests, coordinating amenities, and conducting room inspections in collaboration with the Personal Concierge team.
• Being present in high-traffic areas, such as the lobby and public spaces, especially during peak times, to assist guests and provide visibility.
• Handling and resolving guest concerns, recording details, and escalating issues to leaders as necessary, while ensuring adherence to Forbes 5-Star standards.
• Maintaining a strong knowledge of the hotel’s products and services, guest experience platforms, and online review systems to align with brand excellence.
• Providing operational support to the guest relations team as needed.

What are we looking for?

Guest Service Specialist at Waldorf Astoria Dubai International Financial Centre are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the following skills and characteristics:

• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Calm, efficient, and organized with great attention to detail
• Ability to multi-task while maintaining a positive attitude when working with a Guest
• Professional manner with an emphasis on hospitality and guest service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency

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

• Guest services experience in the hotel, leisure, and/or entertainment sectors

What will it be like to work for Waldorf Astoria Hotels & Resorts?

Waldorf Astoria provides guests the exceptional environment and the personalized attention of True Waldorf Service that creates a singular experience. If you understand the value of personalized attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may just be the person we are looking for!