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

Hilton; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A global hospitality leader is seeking a Personal Concierge for Waldorf Astoria Ras Al Khaimah. The role involves managing guest experiences, ensuring exceptional service, and resolving complaints efficiently. Ideal candidates will demonstrate outstanding communication skills, attention to detail, and a passion for hospitality. This full-time position is pivotal in delivering memorable guest interactions and involves coordination across departments to enhance overall guest satisfaction.

Qualifications

• Passion for delivering exceptional levels of service.
• Ability to listen and respond to demanding guest needs.
• Professional manner with an emphasis on hospitality.

Responsibilities

• Serve as the main point of contact for regular and VIP guests.
• Build and maintain positive relationships with guests and team members.
• Resolve guest complaints promptly.

Skills

Exceptional service delivery

Excellent communication skills

Attention to detail

Guest complaint resolution

Organizational skills

Cash handling experience

Job description

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?

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

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!

Work Locations

Waldorf Astoria Ras Al Khaimah

Schedule

Full‑time

Brand

Waldolf Astoria Hotels & Resorts

Job

Guest Services, Operations, and Front Office