Guest Service Manager

2 weken geleden

Amsterdam, Nederland Waldorf Astoria Amsterdam Voltijd

Job Summary
As a Guest Service Manager at Waldorf Astoria Amsterdam, you will be responsible for creating unforgettable experiences for our esteemed guests. Your primary focus will be on leading our dedicated front of house team with a passion for personalized service, ensuring each guest feels cherished and valued.

Your Role
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.

Key Responsibilities
• 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 hotel's Pre-Arrival system to ensure all new offerings are updated. Provide midway check-ins for PC guest and prepare departure emails where 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.

Requirements
• At least 1 year's 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 but not mandatory.
• Candidate must be in the possession of a valid residence and working permit for the Netherlands.

Advantages
• 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 also 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 2,500 e-learnings.

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