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

Hilton Worldwide, Inc.; Ras al-Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading global hospitality company is seeking a Personal Concierge Agent for their Waldorf Astoria in Ras Al Khaimah. The role involves managing VIP guest relations, ensuring exceptional service, and resolving complaints promptly. Candidates should possess excellent communication skills and prior guest-relations experience. Join a team dedicated to providing remarkable hospitality experiences.

Qualifications

• Ability to listen and respond to demanding guest needs.
• Professional manner with an emphasis on hospitality.

Responsibilities

• Managing first and last impressions of guests.
• Directly addressing VIP guest needs.
• Building positive relationships with guests.
• Managing and resolving guest complaints promptly.
• Collecting feedback to customize the guest experience.

Skills

Excellent personal presentation

Communication skills

Ability to respond to guest needs

Well organized

Computer literate

Professional manner

Guest relations experience

Job description

Job Description - Personal Concierge Agent - Waldorf Astoria Ras Al Khaimah (HOT0C4OL)

Personal Concierge Agent - Waldorf Astoria Ras Al Khaimah (HOT0C4OL)

Work Locations

Waldorf Astoria Ras Al Khaimah, Vienna Street, Ras Al Khaimah, 99999

What will I be doing?

• Managing the first and last impressions of guests, ensuring exceptional service.
• Directly addressing the needs of VIP guests and briefing team members.
• Meeting, greeting and directing guests who enter the lobby.
• Serving as the main point of contact for regular guests and VIP guests, ensuring hotel departments are fully briefed on their requirements.
• Building and maintaining positive relationships with guests and team members.
• Seeking verbal feedback from customers regularly and responding to all queries in a timely and efficient manner.
• Serving as the main point of contact for long‑stay guests, ensuring they have a comfortable and memorable stay.
• Following Concierge guidelines and standards as updated by the hotel and Waldorf Astoria.
• Managing, recording and resolving guest complaints promptly.
• Delivering the True Waldorf Service promise to guests before, during and after their stay.
• Demonstrating a thorough understanding of all facilities and services and identifying opportunities for up‑selling.
• Carrying out daily administrative tasks and completing check‑lists.
• Answering queries from guests and referring them to appropriate contact points.
• Escorting guests to their rooms and explaining hotel and room facilities.
• Ensuring high standards of delivery to guests.
• Liaising with other departments (Security, Housekeeping, Engineering, Accounting, Food & Beverage, etc.) regarding arising matters.
• Ensuring a speedy resolution to any problems that may arise on shift.
• Collecting “golden nuggets” and entering them into guests’ profiles to customize and personalize the experience.

What are we looking for?

• Excellent personal presentation and communication skills.
• Ability to listen and respond to demanding guest needs, including resolving complaints.
• Well organized and attentive to detail to multi‑task while maintaining a positive attitude.
• Computer literate and able to navigate company systems.
• Professional manner with an emphasis on hospitality and guest service.
• Previous guest‑relations experience in hotel, leisure and/or entertainment sectors.

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!