A Personal Concierge Supervisor with Waldorf Astoria Hotels & Resorts supervises the Personal Concierge Team and sets the department goals to help Team Members to create an exceptional Guest and customer experience.

What will I be doing

As Personal Concierge Supervisor, you will supervise the Personal Concierge Team and set the department goals to help Team Members to create an exceptional Guest and customer experience. A Personal Concierge Supervisor is responsible for managing the overall guest experience of our guests and therefore, you are responsible for performing the following tasks to the highest standards:

• Supervise / Manage daily Personal Concierge operations. Project a professional manner with an emphasis on luxury hotel operations and exceptional Guest’s service.
• Set Personal Concierge daily objectives and prepare the rosters/schedules.
• Personal Concierge team’s attendance sheet (Payroll purpose) to be checked and updated on a daily or weekly basis
• Respond promptly to guest inquiries and requests, whether in person, via phone, or through electronic communication channels.
• Coordinate special requests such as room preferences, special occasions celebrations, or unique arrangements to ensure guests' needs and expectations are met or exceeded.
• Offer concierge services such as arranging tours or activities, securing tickets to events, and providing recommendations for local attractions and entertainment.
• Monitor guest feedback through various channels, including guest surveys, online reviews, and direct feedback. Analyze feedback to identify areas for improvement and implement corrective actions as needed.
• Train and supervise Personal Concierge Team to ensure they provide exceptional service and adhere to hotel policies and procedures with an emphasis on training and teamwork.
• Conduct regular performance evaluations and provide feedback to support Team’s development.
• Monitor the appearance and grooming standards of the Personal Concierge Team Members.
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies as well as a good knowledge of the local area.
• Continuously seek out ways to personalize a guest experience.
• Monitor Guest satisfaction reports and implement actions to improve results
• Maintain good communication and working relationships with all Team Members.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.

What are we looking for

A Transport and Valet Supervisor serving Waldorf Astoria Hotels & Resorts is always working on behalf of our guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• Minimum 3–5 years of experience in a luxury hotel environment, with proven expertise in concierge, butler services, or guest relations.
• Demonstrated leadership in supervising concierge or front-of-house teams, ensuring exceptional service delivery and consistent brand standards.
• Strong knowledge of Dubai’s (or relevant city’s) luxury lifestyle offerings, including fine dining, entertainment, cultural attractions, and exclusive experiences.
• In-depth understanding of luxury service etiquette, guest personalization, and the ability to anticipate and fulfill unspoken needs.
• Skilled in managing VIP and VVIP guests with the utmost discretion, confidentiality, and cultural sensitivity.
• Hands-on experience in coordinating bespoke itineraries, reservations, and special requests tailored to individual guest preferences.
• Proficiency in using property management systems (e.g., Opera) and concierge software; ability to manage guest profiles and preferences effectively.
• Exceptional organizational and problem-solving skills, with a meticulous eye for detail.
• Strong communication and interpersonal skills, capable of engaging confidently with high-profile guests and stakeholders.
• Ability to train, mentor, and motivate concierge team members to deliver intuitive, anticipatory service.
• Flexibility to work varied schedules, including evenings, weekends, and holidays, in line with guest demands.
• Multilingual skills are a strong advantage.

What will it be like to work for Hilton

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all.