Job Description

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will lead the concierge team in providing personalized and professional service to all guests. As a Personal Concierge Supervisor, you’re not just overseeing the daily operations of the concierge desk – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

ESSENTIAL FUNCTIONS

• Assisting the Personal Concierge Manager in managing the Personal Concierge operation.

• Meeting, greeting and directing guests who enter the lobby area.

• Serving as the main point of contact for regular guests and VIP guests and ensuring the hotel departments are fully briefed on their requirements.

• Building and maintaining positive relationships with guests and Team Members

• Seeking verbal feedback from customers on a regular basis and responding to all Guest queries in a timely and efficient manner.

• Creating surprise and delight moments for the guests.

• Serving as the main point of contact for long-stay guests – ensuring they spend a comfortable and memorable stay.

• Managing, recording and resolving guest complaints promptly.

• Delivering the True Waldorf Service promise to our guests, by being the main point of contact for guests before, during and after their stay.

• Demonstrating a thorough understanding of all facilities and services provided within the hotel and identify opportunities for upselling and promoting when appropriate.

• Answering queries from guests, referring them to contact points at which they can obtain further information.

• Carrying out the day to day administration tasks including email correspondence, preparation of amenity and VIP reports, flagging VIP guests, monitoring amenity, transportation and feedback trackers, collecting and saving golden nuggets, arranging shipment of lost and found items, sending pre-arrival/post-departure emails.

• Ensuring rooms are inspected by dedicated Personal Concierge Agents prior to VIP guest arrivals.

• Coordinating, delegating tasks, training, mentoring Team Members.

• Ensuring the delivery of high standards to guests.

• Inspecting rooms by self and ensuring proper amenities delivery

• Provide a delightful welcome and efficient guests check-in and out.

• Participating in preparation and conducting of Team Member probation/annual reviews.

• Preparing month end reports (transportation, amenities, flowers etc)

SUPPORTIVE FUNCTION

In addition to performance of essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Ensuring a very high level of customer service is constantly maintained for Reception and Lobby area.

• Showing creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the guests.

• Enrolling guests in the Honors loyalty program.

• Supporting and Assisting the Front Desk and other departments when required.

• Liaising with other departments regarding matters arising e.g. Security, Housekeeping, Engineering, Accounting, Food & Beverage etc.

• Reporting to Personal Concierge Manager/Front Office Manager any maintenance that needs attention at the lobby.

• Following through these maintenance issues when required.

• Assisting with the duties of other departments if limited staff and upon management request.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to effectively deal with team members and guests who will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. Excellent interpersonal skills to provide overall guest satisfaction.

• Excellent mathematical comprehension to understand and interpret numbers as they apply to the operations in hotels.

• Ability to access and accurately input information using a moderately complex computer system.

• Ability to read, write, speak and understand the English language to communicate effectively with guests and team members.

• Ability to work under pressure and deal with stressful situations during busy periods.