Job Description
Supports the Chief Concierge in overseeing daily operations and delivering exceptional, personalized guest experiences. Assists in managing the Concierge team, handling VIP requests, and ensuring seamless coordination of services such as transportation, reservations, and local recommendations. Upholds luxury service standards, mentors team members, and ensures smooth operations in the absence of the Chief Concierge. Assist the Chief Concierge in overseeing daily Concierge operations, ensuring exceptional and personalized guest service. Support in managing, training, and developing the Concierge team to uphold luxury service standards. Meet and greet VIP, long-stay, and high-profile guests, ensuring a warm and personalized arrival experience. Handle guest requests and special arrangements with professionalism, efficiency, and discretion. Coordinate bespoke guest experiences, including dining, transportation, and local activities. Work closely with third-party vendors to ensure seamless and reliable service delivery. Maintain strong relationships with external partners and service providers. Ensure the team is well-informed on local attractions, trends, and experiences. Supervise bell desk and driveway operations, ensuring cleanliness, organization, and smooth traffic flow. Monitor service quality and guest feedback, assisting in implementing improvements. Assist in managing staffing, scheduling, and daily task allocation. Collaborate with Front Office and other departments to ensure seamless overall operations. Ensure compliance with brand standards, policies, and procedures. Act in the absence of the Chief Concierge to maintain operational continuity. An Assistant Chief Concierge serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour’s, skills, and values that follow. At least 3 years of experience in a supervisory level in Concierge operation. Fluent in English to meet business needs. Good character and ethics. Strictly obey the relevant laws and regulations, internal policies and implementations. Strong sense of principle, professional management ability, a good team player, excellent interpersonal skills, sense of decency, honest and reliable. Have a strong sense of responsibility and learning ability. Hotel management experience preferred but not required. Member of the Golden Key Association preferred. Guest and Team Member Experience. Ensures a strong professional relationship with all levels of Team Members within the hotel, taking an active interest in their welfare, safety and development. Respectful of the time of the organization as well as that of other Team Members. Puts a high value in promptness for any related work attendance matters, be it training, meetings or daily work. Encourages Team Members to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation. Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information. Keep oneself informed and updated of the Hotel’s financial goals . Focuses attention in improving productivity levels and prudently manage the energy efficiency of all equipment. Ensures new technology and equipment are embraced, improving productivity while taking work out of the system. Ensures that the confidentiality of all Team Member information and benefits packages must be strongly adhered to. Operational. Monitors and maintains the proper appearance of the office area. Ensures that the Waldorf Astoria Brand Service Standards is fully implemented and adhered to . Participates in and supports Waldorf Astoria Ambassador Network initiatives for Team Members and participates in the Waldorf Astoria Ambassador Network Committee Meetings (as necessary). Coordinates and assists in team activities and promotes a “can-do” attitude. Sets an example for a high standard of personal hygiene and luxury grooming. Attends training sessions and meetings as when required. Carries out any other reasonable duties and responsibilities as assigned.
