Guest Service Supervisor

[{{ $ctrl._job.status.name | translate}}] Guest Service Supervisor
Waldorf Astoria Amsterdam

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Job description

A Guest Service Supervisor with Waldorf Astoria Hotels and Resorts supports the Front of House Manager to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in to check-out.
What will it be like to work for this Hilton Brand?
In exceptional destinations around the globe, Waldorf Astoria Hotels & Resorts reflect the culture and history of their extraordinary 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 personalized attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may be just the person we are looking for to work as a Team Member with Waldorf Astoria Hotels & Resorts. Because it’s with Waldorf Astoria Hotels & Resorts where we promise our Guests a single rich, experience at every extraordinary place they visit.
What will I be doing?

The Guest Service Supervisor/ Personal Concierge manages, administers and supervises all True Waldorf Service (TWS) arrivals in order to achieve an authentic and unique service experience for our guests by providing the highest levels of courtesy, professionalism and unparalleled service. This position acts as a first impression of Waldorf Astoria Hotels & Resorts by contacting guests prior to
their arrival, ascertaining their needs and preparing for their stay.

As a Guest Service Supervisor/ Personal Concierge, you will support the Front of House Manager to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in to check-out. A Guest Service Supervisor/ Personal Concierge contributes to the the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

  • Assist with the overseeing of the entire Front of House operation to maintain high standards

  • Assist the Guest Service Assistant with contacting guests through True Waldorf Service pre-arrival email process and pre-arrival phone calls

  • Seek Guest feedback and make operational improvements

  • Ensure regular and important Guests are recognised and that the Reception department operates with a sales attitude and promotes the hotel brand’s loyalty scheme

  • Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities

  • Set Front of House departmental targets and objectives, work schedules, policies, and procedures

  • Monitor the appearance, standards, and performance of the Front of House Team Members with an emphasis on training and teamwork

  • Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand polices and practices

  • Maintain good communication and working relationships with all hotel departments

  • Monitor staffing levels to meet/ cover business demands

  • Manage staff performance issues in compliance with company policies and procedures

  • Assist in the recruiting, managing, training and developing the Front of House Team

  • Act in accordance with policies and procedures when working with Front of House equipment and property management systems

  • Performs day and night shift according to schedule

  • Assist with other departments, as necessary

Job Requirements

What are we looking for?

Guest Service Supervisors serving Hilton Worldwide Brand hotels and vacations are always working on behalf of our Guests and working with other Team Members.

To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

  • At least 2 years previous supervisory experience in Front of House department within the luxury hotel/leisure sector

  • High level of IT proficiency

  • Experience of managing people and developing people.

  • 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 Dutch and English language in both writing and spoken

  • 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

  • A degree or diploma in Hotel Management or equivalent

  • Proficiency in another language than Dutch and English

  • Drivers license

Please attach your CV and motivation letter in English.

Job type
Full-time
Location
Centrum, Amsterdam, Netherlands
Department
Starting in
As soon as possible

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