Hilton Guest Relations Agent/ Personal Concierge in Berlin, Germany

A Guest Relations Agent/Personal Concierge with Waldorf Astoria Hotels and Resorts directly addresses the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.

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?

As Guest Relations Agent/Personal Concierge, you will directly address the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Executive is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

  • Meet, greet and direct Guests who enter the lobby area
  • Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
  • Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
  • Serve as a point of contact for long-stay Guests of 14 days or longer – ensuring they feel comfortable and can ask advice or information from Guest Relations
  • Manage, record and resolve promptly Guest or customer complaints
  • Ensure a very high level of customer service is constantly maintained for Reception and Lobby area
  • Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
  • Maintain good communication and work relationships in all hotel areas
  • Act in accordance with policies and procedures when working with front of house equipment and property management systems
  • Assist with other departments, as necessary

What are we looking for?

Guest Relations Agent/Personal Concierge 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, behaviors, skills, and values that follow:

  • successfully completed vocational training in the hospitality industry
  • previous experience in the luxury hospitality
  • An ability to listen and respond to demanding Guest needs
  • Excellent interpersonal and communication skills
  • Accountable and resilient
  • Commitment to delivering a high levels of customer service
  • Ability to work under pressure
  • Flexibility to respond to a variety of different work situations

What benefits will I receive?

Your benefits will include a competitive starting salary and holiday entitlement. As an employee you will become a member of the The Hilton Club which provides reduced hotel room rates in our hotels worldwide, plus discounts on products and services offered by Hilton Worldwide and its partners. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.which provides reduced hotel room rates in our hotels worldwide, plus discounts on products and services offered by Hilton Worldwide and its partners. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.

Learn more now about Waldorf Astoria Hotels & Resorts --- offering the opportunity to visit extraordinary places with one singular experience.

  • Numerous landmark hotels around the world
  • More hotels in construction
  • Offering world-class spas
  • Gorgeous golfing destinations

Job: Guest Services and Front Office

Title: Guest Relations Agent/ Personal Concierge

Location: null

Requisition ID: HOT03RPL

EOE/AA/Disabled/Veterans