Concierge jobs in South Africa

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.

In this role, you will serve as the main point of contact for both regular and VIP Guests, ensuring that all hotel departments are fully briefed on their requirements. You will build and maintain positive relationships with Guests and Team Members, regularly seek verbal feedback, and respond to all Guest queries in a timely and efficient manner. Additional responsibilities include:

• Being the main point of contact for long‑stay guests, ensuring they enjoy 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, 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 upselling and promoting when appropriate.
• Carrying out daily administration tasks, completing the checklist.
• Answering queries from guests and referring them to the appropriate contact points.
• Escorting guests to their rooms and explaining all hotel and room facilities.
• Ensuring delivery of high standards to guests.
• Liaising with other departments such as Security, Housekeeping, Engineering, Accounting, Food & Beverage, etc.
• 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 guest experience.

• A passion for delivering exceptional levels of service.
• Excellent personal presentation and communication skills.
• Ability to listen and respond to demanding guest needs, including resolving guest complaints.
• Being well organised and paying attention to detail to support multi‑tasking 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.

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 travellers 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!

Waldorf Astoria Ras Al Khaimah

Full‑time

Waldorf Astoria Hotels & Resorts

Guest Services, Operations, and Front Office

Role Level: Entry‑Level
Work Type: Full‑Time
Country: United Arab Emirates
City: Ras Al Khaimah
Company Website: http://stories.hilton.com
Job Function: Others
Company Industry: Hospitality
Sector: Hospitality