Job Description/Specification:
Waldorf Astoria is seeking a Personal Concierge Supervisor to lead the concierge team and deliver highly personalized luxury experiences. The role combines team supervision, VIP guest relations, operational coordination, and service quality management while maintaining Waldorf Astoria and Hilton standards.
Key Responsibilities
- Supervise and support the Personal Concierge team during daily operations.
- Conduct briefings, allocate duties, and monitor team performance.
- Coach and develop team members to maintain luxury service standards.
- Manage VIP guests, high-profile arrivals, and special requests with discretion.
- Anticipate guest preferences and create personalized experiences.
- Ensure guest requests are recorded, tracked, and completed promptly.
- Maintain accurate guest profiles, preferences, and service history.
- Coordinate with Housekeeping, F&B, Spa, Engineering, Security, and other departments.
- Communicate VIP movements and special arrangements to relevant teams.
- Conduct service quality checks and address identified service gaps.
- Handle complex guest complaints and ensure satisfactory resolution.
- Ensure compliance with Waldorf Astoria, Hilton, and Forbes Travel Guide standards.
Qualifications & Skills
- Previous experience in Concierge, Guest Relations, Front Office, or Luxury Hospitality.
- Supervisory or team leadership experience is preferred.
- Strong VIP guest handling and personalized service skills.
- Excellent communication, leadership, and problem-solving abilities.
- Ability to handle sensitive guest requirements professionally and discreetly.
- Strong understanding of luxury hotel service standards.
- Ability to coordinate effectively across multiple hotel departments.
Key Skills
VIP Guest Relations | Concierge Operations | Team Leadership | Luxury Hospitality | Guest Experience | Complaint Resolution | Forbes Standards | Front Office | Service Quality | Cross-Department Coordination
About Hilton
Hilton is one of the world's leading hospitality companies, offering global career opportunities, professional development, and an award-winning workplace culture. Waldorf Astoria represents Hilton's luxury hospitality portfolio, delivering highly personalized service and exceptional guest experiences.
Application Tips
Candidates should highlight experience in luxury hotels, VIP services, concierge operations, guest relations, team supervision, complaint handling, and personalized guest experiences.
For stronger ATS visibility, include relevant keywords such as Personal Concierge Supervisor, Guest Relations Supervisor, VIP Services, Luxury Hospitality, Waldorf Astoria, Hilton Careers, Forbes Standards, Front Office, and Guest Experience.