Job Description

Specifically, as Guest Relations Agent for Waldorf Astoria Maldives you will perform the following tasks to the highest standards:

Main Duties:

• To fully support the company’s values, culture, and service for guest satisfaction.

• Follow all Waldorf Astoria Brand Standards and Quality Assurance requirements.

• Remain updated on Stay score results and actively contribute to improving guest satisfaction scores.

• Maintain a high standard of grooming, appearance, and personal hygiene according to resort standards.

• Report to duty punctually and consistently.

• Adhere to all fire, health, hygiene, and safety policies and procedures.

• Remain flexible and respond positively to operational changes and management requests.

• Carry out any additional duties assigned by Management, Supervisors, or requested by guests in line with operational requirements.

• Participate actively in training sessions and meetings. Promote resort facilities, F&B events, excursions, and other guest experiences.

• Maintain attention to detail in all guest communications and arrangements.

• Check daily arrival, departure, and in-house guest reports.

• Review guest profiles, preferences, VIP notes, and special requests.

• Ensure all pending guest requests, mails and follow-ups are completed within the required timeline.

• Ensure all guest requests are handled efficiently and followed through until completion.

• Update guest requests and preferences accurately in the system.

• Be proactive in enhancing guest experiences through personalized gestures and arrangements.

• Assist with proper shift handovers by communicating important information to the next shift.

At Waldorf Astoria Maldives Ithaafushi, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality Acting with Integrity and always doing the right thing. Inspiring others through Leadership A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

As Guest Relations Agent serving Waldorf Astoria brand is always working on behalf of our Guests and working with other team members. You should maintain the attitude, behaviors, skills and values that follow :

Experience

• Minimum 2-3 years’ experience in the same or similar role in a Luxury Resort.

• Knowledgeable of multi-cultural service protocols and standards.

• Strong ability to operate and successfully arbitrate in a complex international and multicultural environment.

• Excellent guest relations and problem-solving skills.

• Good planning and execution skills with the ability to be persistent while focusing on detailed elements of tasks.

• Excellent time management, organizational, communication, and motivational skills.

• Have impeccable follow-through.

• Candidate must have a good command of spoken and written English

Competences

• Pays attention to detail and has strong customer service skills.

• Mature, meticulous, resourceful, organized, and able to work independently.

• Have impeccable follow-through and a “Can Do” attitude and mindset.