A Personal Concierge Agent with Waldorf Astoria Hotels and Resorts is responsible for delivering personalized service by offering information about the hotel and the surrounding area to all Guests and VIP Guests, throughout their stay at the hotel.

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What will I be doing

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As a Personal Concierge Agent, you will be responsible for anticipating and addressing the needs of Guests and VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Personal Concierge is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

\n\nWelcome, greet, and guide guests upon their arrival, ensuring a warm and seamless introduction to the hotel.\nAct as the primary point of contact for regular and VIP guests, ensuring all team members are informed of their specific preferences and requirements.\nMaintain accurate, up-to-date guest profiles in the system, with a focus on detail and adherence to data privacy regulations.\nCollaborate with guests to understand their preferences for room decorations and coordinate arrangements to meet their needs and event themes.\nOversee the setup of room decorations, ensuring all details align with the guest’s preferences, are aesthetically pleasing, safe, and completed on time.\nActively seek feedback from guests to ensure their satisfaction, and address any inquiries in a timely, efficient, and professional manner.\nServe as a trusted point of contact for long-term or VIP Diamond guests, offering guidance, recommendations, and information to enhance their stay.\nHandle and resolve guest concerns or complaints quickly and effectively, ensuring guest satisfaction is always maintained.\nConsistently deliver exceptional service in the Reception, Lobby, and Executive Lounge areas, ensuring a welcoming environment for all guests.\nDemonstrate a comprehensive knowledge of hotel amenities, services, and events to maximize guest satisfaction and identify opportunities for upselling.\nFoster positive communication and collaborative working relationships across all departments to ensure smooth operations.\nAdhere to hotel security policies, fire safety regulations, and health and safety standards, ensuring a safe environment for both guests and staff.\nFollow established procedures when using front-of-house equipment and property management systems to ensure compliance and operational efficiency.\nProvide support to other hotel departments as needed, assisting with additional tasks to meet guest and hotel needs.\nAct as the main point of contact for guest inquiries, offering advice, information, and booking services for various requests, including tours, tickets, restaurant reservations, medical services, and flight arrangements.\nAccurately process and deliver guest messages and correspondence in a timely manner.\nSafely handle and store guest luggage, ensuring security and organization at all times.\nStay informed of all hotel services and special events to remain prepared for daily VIP and guest requirements.\nEnsure safety, cleanliness, and orderliness around the lobby and entrance areas, adhering to safety guidelines.\n

What are we looking for

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A Personal Concierge Agent serving Waldorf Astoria Hotels & Resorts is always working on behalf of our guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

\n\nMinimum 2-3 years of experience in a high-end or luxury hotel, or an equivalent setting\nProven track record of working as a Personal Concierge Agent or Front Desk Experience in a fast-paced environment.\nCommitment to delivering a high level of customer service\nPositive attitude and good communication skills\nFlexibility to respond to a variety of different work situations\nAbility to work on your own and as part of a team\nExcellent grooming standards\nKnowledge of the local area\nExcellent communication and interpersonal skills.\nKeen eye for detail and commitment to quality.\nAbility to work a variety of shifts including weekends, days, afternoons and evenings\n\n

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

\n\nPrevious experience working in Personal Concierge in a luxury hotel\nFluency in German or Russian (both written and spoken) is required.\n\n

What will it be like to work for Hilton

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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 travelers 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!