Guest Service Agent

Hotelprofessionals; Amsterdam; On-site; EUR 24,000 - 36,000; Full time

Benefits offered by this job

GO Hilton rates

50% F&B discount

Partner discounts

Cross training

Team outings

Hilton University e-learnings

Job summary

Waldorf Astoria Amsterdam is seeking a Guest Service Agent to deliver authentic arrival and departure experiences, guiding guests to their rooms and sharing the hotel's rich history across six canal palaces.

This role requires handling guest requests, upselling higher room types, and upholding the Sincerely Elegant Service standard, with opportunities to grow within Hilton Worldwide.

Qualifications

• 1 year+ experience in a luxury hotel front-of-house.
• Full-time commitment.
• Excellent English, spoken and written.
• Positive attitude and strong communication.
• Excellent grooming standards.
• Willingness to work night and weekend shifts.
• Hospitality-related education preferred.
• IT proficiency.
• Authorized to work in the Netherlands.

Responsibilities

• Provide authentic arrival and departure experience and guide guests to rooms.
• Highlight history of canal palaces and promote hotel facilities.
• Deliver consistent Sincerely Elegant Service.
• Handle guest requests and follow up before arrival.
• Upsell to higher category rooms to boost revenue.
• Attend training and assist other departments.

Skills

Luxury hotel experience

English proficiency

Communication skills

Customer service

Grooming standards

Shift flexibility

IT proficiency

Residence/work permit NL

Full-time

Education

Hospitality education preferred

Job description

Welcome to the timeless luxury world of Waldorf Astoria Around the globe, Waldorf Astoria Hotels & Resorts reflects the culture and history of their timeless locations, as well as fresh, modern expressions of Waldorf Astoria's rich legacy. Waldorf Astoria provides guests the exceptional environment and the personalized attention of Sincerely Elegant Service that creates a singular experience. If you understand the value of personalized attention and know how to craft unexpected moments with a rich level of customer service, you may just be the Trainee we are looking for. Once you enter the marvelous world of Waldorf Astoria Hotels & Resorts, you are part of our promise to deliver Guests a single rich experience at every extraordinary place they visit.

As a Guest Service Agent with Waldorf Astoria Hotels & Resorts you will not only have the opportunity to create long lasting memories for our guests but will also get the opportunity shape your own future and create memories for yourself that will last a lifetime.

What will I be doing?

A Guest Service Agent at Waldorf Astoria Amsterdam does not simply check-in or check-out guest but rather provides authentic, personalized arrival and departure experience for each guest. This includes guiding them towards their designated rooms whilst sharing the magnificent history of our six 17th century canal palaces and promoting the hotels several facilities which include a 2 Michelin starred restaurant, a Guerlain Spa and a UNESCO heritage protected private garden.

In addition to the expected procedures, you will be overseeing projects and are entrusted to deliver the consistent execution of the Sincerely Elegant Service .

This position acts as a first and last impression and is therefore considered one of the most valuable roles in the hotel. Contacting guests prior to their arrival, ascertaining their needs and preparing for their stay, following up on all requests and going above and beyond by surprising and delighting them during their stay are just some of the tasks you will be executing on a daily basis.

Other Example Duties

• Handles all guest interactions with the highest level of hospitality and professionalism.
• Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum guest satisfaction while adhering to the Sincerely Elegant Service standards.
• Welcome guest with refreshments and a warm welcoming smile
• Pro-actively ensure to offer guest higher categorized room types to ensure their accommodation is up to their needs as well as to increase the hotels room revenue.
• Demonstrate excellent knowledge of the layout of all 93 rooms and suites.
• Comply with hotel cash, credit, security, fire regulations and all health and safety legislation
• Handle feedback from both management as well as guest in a polite and professional manner.
• Is creative in the approach towards procedures and is always looking for ways to improve the hotels services
• Take reservations both in person as well as over the phone to maximize the hotels revenue
• Finish assigned projects in the timeframe provided
• Attend training courses and workshops to further enhance your skillset
• Assist other departments as necessary

Skills

At Waldorf Astoria Amsterdam we are looking for unique talents and believe in our teams’ ability to train individuals that demonstrate the right attitude and a big passion for hospitality. In order to ensure we remain true to the high standards we have set for ourselves we do however prefer candidates with the below skills:

• At least 1 year of working experience in a luxury hotel environment ideally the Front of House department
• Full-time commitment
• Excellent knowledge of the English language in both speaking as well as writing is mandatory
• Positive attitude and good communication skills
• Excellent grooming standards
• Willingness to go the extra mile
• Education with the hospitality industry is preferred
• Competent level of IT proficiency
• Willingness to work different shifts , including during the night hours and on weekends
• Candidate must be in the possession of a valid residence and working permit for the Netherlands.

What benefits will I receive?

• As an employee you will become a member of the GO Hilton program, which provides reduced room rates in all our hotels WORLDWIDE, which means you can choose out of over 7,000 properties in more than 100 countries and all this not only for yourself but off course to share with your friends and family as well.
• 50% discount on Food & Beverage
• Discounts on products and services offered by Hilton Worldwide and its partners, for example Guerlain
• Cross training
• Yearly departmental team outing
• Hilton University offers more than 2500 e-learnings

We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.