Personal Concierge Coordinator - 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 118 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?

A Personal Concierge Coordinator for Waldorf Astoria Maldives will be responsible for supporting the overall operation of personal concierge team as well to support front office operation in creating and ensuring all guests’ needs which will lead to a unique and memorable experience for all the guests. Specifically, as a Personal Concierge Coordinator for Waldorf Astoria Maldives you will perform the following tasks to the highest standards:

• Responsible for assisting personal concierge day to day operations together with Personal Concierge Manager and FOM / AFOM
• 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.