Guest Service Manager

Algemene informatie

Welcome to the timeless luxury world of Waldorf Astoria
Around the globe, Waldorf Astoria Hotels & Resorts reflects the culture and history of their timeless locations, as well as fresh, modern expressions of Waldorf Astoria's rich legacy. Waldorf Astoria provides guests the exceptional environment and the personalized attention of true Waldorf service that creates a singular experience. If you understand the value of personalized attention and know how to craft unexpected moments with a rich level of customer service, you may just be the Trainee we are looking for. Once you enter the marvelous world of Waldorf Astoria Hotels & Resorts, you are part of our promise to deliver Guests a single rich experience at every extraordinary place they visit.

Your purpose as Guest Service Manager:
Embark on a rewarding journey as a Guest Service Manager, where your primary focus is to curate an unforgettable experience for our esteemed guests. Lead our dedicated front of house team with a passion for personalized service, ensuring each guest feels cherished and valued. As the adept duty manager, your role extends beyond operational excellence to fostering a warm and secure environment. Be the guardian of our guests' safety and well-being, ready to provide exceptional care and personalized attention in every moment, including times of unforeseen challenges. Elevate hospitality to new heights by shaping memorable, tailor-made experiences for our discerning guests.

As Guest Service Manager, you will be empowered to perform the following tasks at the highest standard: 

• Directly responsible for growth, training, and development of all Assistant Guest Service Managers, Guest Service Agents, Guest Service Administrators & Bellman to ensure they carry out Waldorf Astoria Amsterdam standards on a daily basis
• Welcome guests on arrival, providing them with a tailor made welcome
• Execute a flawless departure experience when checking out guests
• Consistently demonstrate leadership capabilities in decision making, follow up, and coaching
• Proactively address any guest issues, complaints, or mishaps as needed; take full ownership of guest and implement a problem resolution that exceeds guest expectations
• Ensure all Front of House Employees are executing True Waldorf Service Standards for each and every guest; provide detailed coaching and feedback as needed
• Participate and lead by example in productive, professional, and positive communication between Front of House and all other departments within hotel
• Complete individual projects as assigned by Department Head in agreed upon timeline
• Drive Sales within the hotel, including but not limited to; Guerlain Spa, Food & Drinks outlets, and Meetings & Events
• Act as a personal concierge, write handwritten notes to PC guest, ensure to welcome your PC guest and keep up to date with the hotels Pre-Arrival system to ensure all new offerings are updated. Provide midway check-ins for PC guest and prepare departure emails were appropriate.
• Participate and help coach others on upselling while maintaining guest experience expectations
• Assist with preparing the duty rosters
• Take action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and team members. Responds swiftly and effectively in any hotel emergency or safety situation

What are we looking for?
At Waldorf Astoria Amsterdam we are looking for unique talents and believe in our teams’ ability to train individuals that demonstrate the right attitude and a big passion for hospitality. In order to ensure we remain true to the high standards we have set for ourselves we do however expect our management candidates to come prepared with the below set of pre-gained skills:

• At least 1 years previous supervisory or managerial experience in Front Of House
• Experience in a Luxury Environment  
• High level of IT proficiency
• Experience of managing and developing individuals
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations
• Ability to work on your own and as part of a team
• Excellent knowledge of the English language in both speaking as well as writing is mandatory
• Dutch language skills are preferred however not mandatory
• Candidate must be in the possession of a valid residence and working permit for the Netherlands. 

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

• Familiar with Property Management Systems (ONQ)
• A degree or diploma in Hotel Management or equivalent
• Proficiency in another language than Dutch and English

• As an employee you will become a member of the GO Hilton programme, which provides reduced room rates in all our hotels WORLDWIDE, which means you can choose out of over 7,000 properties in more than 100 countries and all this not only for yourself but off course to share with your friends and family as well.
• 50% discount on Food & Beverage
• Discounts on products and services offered by Hilton Worldwide and its partners, for example Guerlain
• Cross trainings and career opportunities
• Yearly departmental team outing
• Hilton University offers more than 2500 e-learnings