Guest Service Supervisor

What will it be like to work for Waldorf Astoria Amsterdam

Waldorf Astoria Amsterdam opened on May 1st 2014. You are a part of a young dynamic team and working at one of the top luxury hotels in Amsterdam. As Waldorf Astoria Hotels & Resorts is a part of the Hilton Worldwide Hotel Group lovely benefits will apply, like discount on hotel rooms and Food and Beverage.
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 new colleague we are looking for.

What will I be doing?

As a Guest Service Supervisor/ Personal Concierge, you will support the Front of House Manager to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in to check-out. A Guest Service Supervisor/ Personal Concierge contributes to the the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Assist with the overseeing of the entire Front of House operation to maintain high standards

• Assist the Guest Service Assistant with contacting guests through True Waldorf Service pre-arrival email process and pre-arrival phone calls

• Seek Guest feedback and make operational improvements

• Ensure regular and important Guests are recognised and that the Reception department operates with a sales attitude and promotes the hotel brand’s loyalty scheme

• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities

• Set Front of House departmental targets and objectives, work schedules, policies, and procedures

• Monitor the appearance, standards, and performance of the Front of House Team Members with an emphasis on training and teamwork

• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand polices and practices

• Maintain good communication and working relationships with all hotel departments

• Monitor staffing levels to meet/ cover business demands

• Manage staff performance issues in compliance with company policies and procedures

• Assist in the recruiting, managing, training and developing the Front of House Team

• Act in accordance with policies and procedures when working with Front of House equipment and property management systems

• Performs day and night shift according to schedule

• Assist with other departments, as necessary