Personal Concierge Coordinator - Waldorf Astoria Maldives Ithaafushi

The Personal Concierge Coordinator at Waldorf Astoria Maldives will support the smooth and efficient operation of the Personal Concierge team while assisting the Front Office in delivering exceptional guest service. The role will coordinate and follow up on guest requests, arrangements, and special requirements, ensuring all details are handled accurately and promptly. Working closely with the Personal Concierge, Front Office, and other departments, the Coordinator will anticipate and fulfill guest needs throughout their stay. The role will ensure effective communication, seamless coordination, and timely follow-up, particularly for VIP guests and special occasions. Through strong organizational skills, attention to detail, and a proactive approach, the Coordinator will contribute to creating a personalized, seamless, and memorable guest experience while upholding Waldorf Astoria’s luxury service standards.

   

Specifically, as a Personal Concierge Coordinator for Waldorf Astoria Maldives you will perform the following tasks to the highest standards: 

Main Duties:

• Responsible for assisting personal concierge day to day operations together with Chief Personal Concierge and Director of Front Office

• Provide support to personal concierges to communicate with relevant departments when needed.

• Provide support to Front Office Managers and assist day-to-day operations.

• Maintain efficient administration within the department preparing and submitting operational reports on time, especially for Personal Concierges.

• Identify, 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.

• Prepare Onboarding Kit and conduct Front Office Formalities for new Team Members joining Front Office Department.

• Maintain good communication within the team as well as other departments.

• Plan 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)

• Follow up with Personal Concierge to ensure all guest profile/history are updated in the system

• Coordinate with Food and Beverage, Housekeeping Team for amenities (Arrivals / Turndown)

• Check all the arrivals in the system and provide VIP reports to all the team members (Both email and WhatsApp Group)

• Monitor and update personal concierge empowerment tracking sheet and usage, and report to PCM/FOM for any unusual activities.

• Attend all the arrivals to provide towels and other assistance during the shift whenever required.

• Create a training plan and training document (PPT) and maintain Personal Concierge training records.

• Computer Proficiency in MS Word, Excel, PowerPoint, and Outlook

• Experience in Opera PMS is a must

• Strong Writing and communication skill.

• Responsible for the encoding of Personal Concierge Attendance to Fusion System accurately.

• Ensure all SOP’s related to personal concierges are updated, and all the team members are read and signed.

• Must check Hilton Lobby application for any updates from the brand team.

• Must conduct daily briefing and pre-shift for personal concierge team along with PCM.

• Responsible to coordinate with hotel Quality& Excellence Manager to maintain the Forbes Standard / QA Standard for Front Office Department.

• Must check the Opera on a daily basis and coordinate with Personal Concierges to update guest profiles / MDR / Occasions / Passports / Reg Cards.

• Coordinate with Kitchen and IVD for any last-minute requests.

• Coordinate with the housekeeping department for room status and special occasions.

• Able to multi-tasking and work well in a team environment.

• Ensure all personal Concierge are fully aware of any special event taking place in the Resort 

• To ensure that all Personal Concierges report for duty punctually, wearing the correct uniform and Pin at all times.

• Ensure teamwork, communication & networking between the Personal Concierge at the best level all the time and find ways to improve.

• Assist 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.

General

• To be thoroughly familiar with the Waldorf Astoria Brand Standards and the Quality Assurance Audit and to follow these service standards at all times.

• Constantly strive to increase team member satisfaction through our Hilton values.

• To take personal responsibility and initiative to resolve issues, constantly communicating with team members and HR colleagues.

• To follow up on all queries (internal and external) in an efficient and timely manner.

• Maintains a high Team Member service focus through a “Can Do” and flexible attitude.

• Cultivates Team Member relations and rapport, always aiming to go the “extra mile” with all Team Members and anticipating their needs.

• To be thoroughly familiar with the Hilton Brand Service Standards and follow these service standards as they apply to your department.

• Serve as the point of contact for Team Member issues, advising the Director of Human Resources as appropriate.

• Have 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.

• Know the department procedures and standards.

• Know about the Resort, its services, and the facilities provided.

• Handle equipment, tools, keys and supplies correctly, kept in good working condition, regularly inspect, follow instructions as directed.

• Report maintenance deficiencies and items needing repair and follow-up to completion.

• Report hazard issues and follow up to completion.

• Carry out lost and found procedures.

• The 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.

At Waldorf Astoria Maldives Ithaafushi, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

As a Personal Concierge Coordinator serving Waldorf Astoria brand is always working on behalf of our Guests and working with other team members.  You should maintain the attitude, behaviors, skills and values that follow:

Experience

• Minimum 2-3 years' experience in the same or similar role, experience as a Concierge, Butler, or guest experience in a Luxury Resort.

• Knowledgeable of multicultural service protocols and standards.

• Strong ability to operate and arbitrate in a complex international and multicultural environment.

• Excellent guest relations and problem-solving skills.

• Good planning and execution skills with the ability to be persistent while focusing on detailed elements of tasks.

• Excellent time management, organizational, communication, and motivational skills.

• Have impeccable follow-through.

Competences

• Candidate must have a good command of spoken and written English. Fluency in another language is an advantage.

• Pays attention to detail and has strong customer service skills.

• Mature, meticulous, resourceful, organized, and able to work independently.

• Have impeccable follow-through and a “Can Do” attitude and mindset.

• Flexibility and capability of working under pressure.