Waldorf Astoria Hotels & Resorts is Hilton’s luxury brand of iconic hotels committed to personal service and culinary excellence in landmark locations around the world. Each property delivers unforgettable experiences and offers a strong sense of arrival with impressive public spaces worthy of hosting history. Guests can expect True Waldorf Service from the moment they reserve their stay to the moment they leave the property doorstep.

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Waldorf Astoria Maldives Ithaafushi made a wow debut in 2019 and is already recognized as one of the finest resorts in the world. Sprawled across three islands, the resort is one of the most sizable in the Maldives. It boasts the country’s largest spa, extensive recreation facilities and it’s the Maldives resort with the most culinary choices (an impressive 11 specialty cuisine dining options). Besides its 118 luxurious villas, the resort is also home to an exclusive offering: a private island, the largest in the country which is to be rented out in its entirety.

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Once you get a glimpse of this one of its kind resort, you know you arrived in sun-soaked paradise. Luxurious villas act as vast private indoor-outdoor playgrounds, each featuring its own private pool. Everywhere you look, from the standalone villa bathtub to the glass-bottomed floors in the spa’s treatment pavilions, the azure water steals the show.

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Are you ready to join our talented and dedicated team at Waldorf Astoria Maldives Ithaafushi and take your career to new heights?

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What will I be doing?

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A Personal Concierge Coordinator for Waldorf Astoria Maldives will be responsible for supporting the overall operation of personal concierge team as well to support front office operation in creating and ensuring all guests’ needs which will lead to a unique and memorable experience for all the guests. Specifically, as a Personal Concierge Coordinator for Waldorf Astoria Maldives you will perform the following tasks to the highest standards:

\n\nResponsible for assisting personal concierge day to day operations together with Personal Concierge Manager and FOM / AFOM\nProvide support to personal concierges to communicate with relevant departments when needed.\nProvide support to Front Office Managers and assist day-to-day operations.\nMaintain efficient administration within the department preparing and submitting operational reports on time, especially for Personal Concierges.\nIdentify, maintain, and work closely with the Learning & Development team in developing and executing training needs for the Personal Concierge to ensure that quality standards are consistently met and/or exceeded in accordance with company & Forbes standards.\nPrepare Onboarding Kit and conduct Front Office Formalities for new Team Members joining Front Office Department.\nMaintain good communication within the team as well as other departments.\nPlan Personal Concierge roster and leave ( Holiday ) according to Personal Concierge Manager instructions. ( Minimum 2 weeks  PCs’ Villa allocations must be carefully assigned & released for personal concierges to do the pre-arrival arrangement and communication )\nFollow up with Personal Concierge to ensure all guest profile/history are updated in the system \nCoordinate with Food and Beverage, Housekeeping Team for amenities ( Arrivals / Turndown )\nCheck all the arrivals in the system and provide VIP reports to all the team members ( Both email and WhatsApp Group )\nMonitor and update personal concierge empowerment tracking sheet and usage, and report to PCM/FOM for any unusual activities.\nAttend all the arrivals to provide towels and other assistance during the shift whenever required.\nCreate a training plan and training document ( PPT ) and maintain Personal Concierge training records.\nComputer Proficiency in MS Word, Excel, Powerpoint, and Outlook\nExperience in Opera PMS is a must\nStrong Writing and communication skill.\nResponsible for the encoding of Personal Concierge Attendance to Fusion System accurately.\nEnsure all SOP’s related to personal concierges are updated, and all the team members are read and signed.\nMust check Hilton Lobby application for any updates from the brand team.\nMust conduct daily briefing and pre-shift for personal concierge team along with PCM.\nResponsible to coordinate with hotel Quality& Excellence Manager to maintain the Forbes Standard / QA Standard for Front Office Department.\nMust check the Opera on a daily basis and coordinate with Personal Concierges to update guest profiles / MDR / Occasions / Passports / Reg Cards.\nCoordinate with Kitchen and IVD for any last-minute requests.\nCoordinate with the housekeeping department for room status and special occasions.\nAble to multi-tasking and work well in a team environment. \nEnsure all personal concierge are fully aware of any special event taking place in the Resort \nTo ensure that all Personal Concierges report for duty punctually, wearing the correct uniform and Pin at all times.\nEnsure teamwork, communication & networking between the Personal Concierge at the best level all the time and find ways to improve.\nAssist in the training of the Personal Concierge & ensuring that they have the necessary skills and information to perform their duties with the maximum levels of productivity and efficiency.\n\n

General

\n\nTo be thoroughly familiar with the Waldorf Astoria Brand Standards and the Quality Assurance Audit and to follow these service standards at all times.\nConstantly strive to increase team member satisfaction through our Hilton values.\nTo take personal responsibility and initiative to resolve issues, constantly communicating with team members and HR colleagues.\nTo follow up on all queries (internal and external) in an efficient and timely manner.\nMaintains a high Team Member service focus through a “Can Do” and flexible attitude. \nCultivates Team Member relations and rapport, always aiming to go the “extra mile” with all Team Members and anticipating their needs.\nTo be thoroughly familiar with the Hilton Brand Service Standards and follow these service standards as they apply to your department.\nServe as the point of contact for Team Member issues, advising the Director of Human Resources as appropriate.\nHave a good understanding and ensure the team’s knowledge of the Resort’s emergency procedures, Resort security, fire regulations and all health and safety legislation and ensure implementation of those related to your department.\nKnow the department procedures and standards.\nKnow about the Resort, its services, and the facilities provided.\nHandle equipment, tools, keys and supplies correctly, kept in good working condition, regularly inspect, follow instructions as directed.\nReport maintenance deficiencies and items needing repair and follow-up to completion.\nReport hazard issues and follow up to completion.\nCarry out lost and found procedures. \nThe Resort requires that you perform any task deemed necessary by the Front Office Manager for the efficient running of the Personal Concierge and Front Office in general.\n

What are we looking for?

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A Personal Concierge Coordinator serving Waldorf Astoria Maldives is always working to create and ensure a great sincerely elegant service in creating a unique and memorable experience for our Guests. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

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Experience

\n\nMinimum 2-3 years experience in the same or similar role, experience as a Concierge, Butler, or guest experience in a Luxury Resort.\nKnowledgeable of multicultural service protocols and standards.\nStrong ability to operate and arbitrate in a complex international and multicultural environment.\nExcellent guest relations and problem-solving skills.\nGood planning and execution skills with the ability to be persistent while focusing on detailed elements of tasks.\nExcellent time management, organizational, communication, and motivational skills.\nHave impeccable follow-through.\n\n

Competences

\n\nCandidate must have a good command of spoken and written English. Fluency in another language is an advantage.\nPays attention to detail and has strong customer service skills.\nMature, meticulous, resourceful, organized, and able to work independently.\nHave impeccable follow-through and a “Can Do” attitude and mindset.\nFlexibility and capability of working under pressure.\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!