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 craft unexpected moments with a rich level of customer service, you may just be the Talent 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.

Principle responsibilities and position purpose:

As a Front of House Trainee for the Waldorf Astoria Amsterdam you will be responsible for providing guests with a stay experience that is personalized to their needs, throughout their stay at the hotel by responding efficiently to their enquiries and advising them of the amenities and benefits offered by the hotel.

Receive guests in a professional and friendly manner. Accurately perform administrative tasks by following procedures, ensuring swift and efficient check-in/out, thereby satisfying guest expectations from arrival through to departure.

• Ensure our customers receive a fast, efficient and friendly check in and check out.
• Ensure all customer queries or requests are handled in a polite, efficient manner and a high level of customer service is constantly maintained.
• Ensure a high level of liaison is maintained between Front of House and all other departments within the Hotel.
• Ensure the Front of House Manager/ Front of House Supervisor is kept fully aware of any relevant feedback from either the customers or other departments.
• Ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the hotel, to maximise room sales and revenue for the Hotel.
• Adhere to company credit policies to ensure that all revenue expected will be received.
• Maintain and update guest history and marketing database as laid down in the Front of House procedures.
• Ensure a high level of product knowledge of the hotel services. Be aware of the happenings in the hotel and any VIPs in the hotel.
• Be aware of all important landmarks, restaurants, bars and clubs in Amsterdam and surroundings.
• To report on duty punctually according to the duty roster and be mindful of personal appearance and grooming.
• Notify any incidents/complaints to your manager or supervisor.

Examples of Duties:

• Offers a warm welcome to any guest that approaches the Front Desk at all times. Be a point of contact for any information that our guest will require throughout their stay.
• To be able to process payments accurately.
• To comply with the targets of the Hilton HHonors enrolments monthly.
• The Front of House Trainee is able to fully understand the business and procedures and at times can assist and support other departments in order to proactively, provide and guarantee flawless service.
• Ensure that all guests are registered as per hotel policy and local requirements.
• As appropriate, personally assists and escorts the guest to the front drive and offers a personal thank you to the guest and instils a yearning to return.
• Ensures all Qualdrics responses, service recovery and guest assistance are noted in the guest’s profile to proactively avoid reoccurrence of the issue.
• The Front of House Trainee will follow up and provide an accurate record of any guest issues and update guest profiles accordingly.
• The Front of House Trainee will ensure that guest preferences and bookings are stored in OnQ and Hilton HHonors profiles are maintained.

What are we looking for?

• Student currently studying a MBO or HBO education, preferably Hotelschool (internship must be part of current education).
• Internship: a minimum period of 6 months.