Personal Assistant / Telephone Operator - Waldorf Astoria Maldives Ithaafushi

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. 

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 117 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.

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.

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

What will I be doing? 

Personal Assistant / Telephone Operator serving Waldorf Astoria Maldives Ithaafushi is responsible for ensuring all communication relating to the hotel both external and internal are actioned speedily and efficiently in accordance with the specified standards. As a Personal Assistant / Telephone Operator, you will be responsible for performing the following tasks to the highest standards: 

• To maintain a high guest service focus by approaching your job with the guests always in mind and being proactive in a timely manner towards their needs and requests.
• To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues.
• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• To maintain high Team, focus by showing co-operation and support to colleagues in the pursuit of team goals.
• To contribute ideas and suggestions to enhance operational/environmental procedures in the Resort.
• To actively promote the resort’s facilities and services by engaging Guests in conversations about F&B events, excursions, Spa treatments etc.
• To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• To ensure that the Brand Standards are fully implemented and demonstrated by all Members of the Team.
• To fully embrace the values of Hilton Worldwide and Waldorf Astoria Hotels and Resorts. 
• To be fully familiar with the Waldorf Astoria Brand Standards and the Quality Assurance Audit and to follow these standards of service at all times.
• To maintain a high standard of personal appearance and hygiene at all times by adhering to the Waldorf Astoria Maldives Ithaafushi Grooming Standards.
• To report to work punctually wearing the correct uniform and nametag at all times.
• To have a complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety.
• To takes direction from and carry out any requests by management in conjunction with work.
• To provide guests with friendly, efficient, accurate and polite service at all times.
• To keep up-to-date with the SALT (Satisfaction and Loyalty Tracking) results and to seek to positively influence these results by following the Waldorf Astoria  Brand Standards.
• Follows Waldorf Astoria Service Delivery Standards and operating standards at any time.
• This position includes early and late shifts on a rotating basis. Make sure to report duty on time at all times.
• To actively promote the benefits of Hilton Honors.
• Ensure and maintain the security of information relating to guests and team members in the hotel.
• Handle all calls to hotel emergency line in a calm and professional manner, and communicate to necessary departments via calls or sms, regarding, fire, Injuries, drowning, lost person, power failure and bomb threat situations within the set time frames. 
• Ensure that there is proper follow up and completion of all the tasks in the duty shift checklists. 
• Ensure that there is a thorough hand over at the completion of each shift and update Shift handover sheet.
• Ensure the correct operation of the switchboard, fast and efficient answering / transferring of internal and external calls, taking & delivering messages.
• Be aware of PABX functions, voice mail, DND, call forwarding, group pick up etc and report IT if any issue. 
• Ensure a high level of product knowledge of the hotel and facilities and services provided within the hotel for up selling and promoting and have clear understanding of local culture and local environment. 
• Deal efficiently and courteously with all guests’ complaints and ensure that you refer to your Team Leader or Manager when necessary so follow up is actioned accordingly. Communicate updates on Duty Manager Logs with other departments on a timely manner.
• Ensure the complete knowledge of HotSos e-connect and efficient recording, monitoring and follow up of guest requests, ensure smooth operation making sure the job requests are completed on time and make courtesy calls on a timely manner. If there are any important unanswered courtsey calls, follow up on the next day. 
• Generate and Communicate guest & inter- department job requests at the end of the day via email to all concerned departments on a regular basis.
• Double check if there is any repeated Hotsos requests and inform concerned departments on a weekly basis.
• Seeks to minimize costs through correct use and handling of hotel property and equipment, stationery and make stationery order request on a weekly basis. 
• Ensure to record any international calls or faxes made from front office extensions and charge to the guest whenever necessary.
• Be fully aware of DVD rental SOP and make sure to accurately record the DVD inventory, and cross check daily for any discrepancy and report to supervisor if any