Personal Concierge Manager Guest Relations

Hilton Worldwide, Inc.; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading luxury hotel chain is seeking a Personal Concierge Manager (Guest Relations) in Dubai. The role involves managing the Personal Concierge operations to deliver an exceptional, personalized guest experience. Candidates must have 3–5 years of experience in a luxury hotel environment and proven leadership skills to manage concierge teams. Knowledge of luxury lifestyle offerings is essential, as well as excellent communication skills and the ability to handle VIP guests discreetly. This position offers opportunities for professional growth within the hospitality industry.

Qualifications

• 3–5 years experience in luxury hotel environment.
• Proven experience in personal concierge or guest relations.
• Strong knowledge of luxury lifestyle offerings.

Responsibilities

• Oversee daily Personal Concierge operations.
• Manage special guest requests and feedback.
• Train and evaluate Personal Concierge team members.

Skills

Luxury service delivery

Guest relations

Leadership

Organizational skills

Problem-solving

Multilingual communication

Tools

Property management systems (e.g., Opera)

Job description

Job Description - Personal Concierge Manager (Guest Relations) | Waldorf Astoria Dubai Palm Jumeirah (HOT0CAHZ)

Job Number

HOT0CAHZ

Work Locations

Waldorf Astoria The Palm Palm Jumeirah Road Crescent East Dubai Aa01

Personal Concierge Manager (Guest Relation) with Waldorf Astoria Hotel & Resorts manages the Personal Concierge operation and sets department objectives to ensure the delivery of an exceptional, personalized guest experience in line with luxury brand standards.

What will I be doing?

• Manage and oversee daily Personal Concierge operations, projecting a professional image with a strong focus on luxury service delivery and exceptional guest engagement.
• Set daily objectives for the Personal Concierge team and prepare team rosters and work schedules in line with operational needs.
• Review and maintain the Personal Concierge team attendance records for payroll purposes on a daily and/or weekly basis.
• Ensure prompt, courteous, and professional responses to guest inquiries and requests through all communication channels, including face-to-face, telephone, and electronic platforms.
• Coordinate and oversee special guest requests, including room preferences, VIP arrangements, celebrations, and bespoke experiences to consistently exceed guest expectations.
• Curate and manage concierge services such as exclusive tours, activities, event ticketing, transportation, and personalized local recommendations.
• Monitor guest feedback from surveys, online reviews, and direct interactions, analysing trends and implementing corrective actions where required.
• Train, coach, and manage the Personal Concierge team to ensure consistent adherence to hotel standards, policies, and procedures, with a strong emphasis on teamwork and service excellence.
• Conduct regular performance evaluations, provide ongoing feedback, and support the professional development of team members.
• Monitor and enforce grooming, appearance, and professional conduct standards for all Personal Concierge team members.
• Ensure the team maintains up-to-date knowledge of hotel products, services, pricing, policies, and the local destination.
• Continuously seek opportunities to personalize the guest journey through effective use of guest profiles, preferences, and anticipatory service techniques.
• Review guest satisfaction reports and performance metrics, implementing action plans to enhance service quality and guest loyalty.
• Maintain effective communication and strong working relationships with all hotel departments to ensure seamless service delivery.
• Ensure compliance with hotel policies and procedures when utilizing front-of-house systems, property management systems, and guest profiling tools.

What are we looking for?

Minimum 3–5 years of experience in a luxury hotel environment, with proven experience in personal concierge, guest relations, or butler-style services, including exposure to VIP and VVIP guests.

Demonstrated leadership experience in managing or supervising concierge or front-of-house teams, ensuring consistent delivery of luxury service standards.

Strong knowledge of the local destination’s luxury lifestyle offerings, including fine dining, entertainment, cultural attractions, shopping, and exclusive experiences.

In-depth understanding of luxury service etiquette, guest personalization, and anticipatory service, with the ability to exceed guest expectations through attention to detail.

Proven ability to manage VIP, VVIP, and high-profile guests with the highest level of discretion, confidentiality, and cultural sensitivity.

Hands‑on experience in coordinating bespoke guest experiences, including itineraries, reservations, transportation, celebrations, and special requests tailored to individual preferences.

Proficiency in property management systems (e.g., Opera) and guest profiling tools, with the ability to effectively manage guest preferences and service recovery.

Strong organizational, time‑management, and problem‑solving skills, with a calm and professional approach in high‑pressure situations.

Excellent communication and interpersonal skills, with the confidence to engage professionally with discerning guests, senior management, and external partners.

Proven ability to train, coach, and motivate Personal Concierge team members to deliver intuitive, consistent, and brand‑aligned service.

Flexibility to work a variety of shifts, including evenings, weekends, and public holidays, in line with operational and guest needs.

Multilingual skills are an advantage and highly desirable in a luxury hotel environment.

Multilingual skills are an advantage and highly desirable in a luxury hotel environment.