Personal Concierge Supervisor – Luxury Hotel

About the role

The Personal Concierge Supervisor leads the concierge team at Waldorf Astoria Ras Al Khaimah, ensuring personalized and professional service for all guests, especially VIP and long‑stay visitors.

Key responsibilities

• Assist the Personal Concierge Manager in overseeing daily concierge operations.
• Meet, greet and direct guests in the lobby area.
• Act as the main point of contact for regular and VIP guests, briefing relevant hotel departments.
• Build and maintain positive relationships with guests and team members.
• Gather verbal feedback, respond to guest queries promptly, and create surprise‑and‑delight moments.
• Manage, record and resolve guest complaints efficiently.
• Deliver the True Waldorf Service promise before, during and after stays.
• Demonstrate thorough knowledge of hotel facilities, identify upselling opportunities, and refer guests to appropriate contacts.
• Handle day‑to‑day administration: email correspondence, amenity and VIP reports, tracking feedback, and managing lost‑and‑found shipments.
• Ensure rooms are inspected by Personal Concierge Agents prior to VIP arrivals.
• Coordinate, delegate, train and mentor team members, maintaining high service standards.
• Oversee guest check‑in and check‑out experiences.
• Participate in probationary and annual reviews of team members.
• Prepare month‑end reports covering transportation, amenities, flowers and related services.

Required profile

• Proven experience in concierge or guest‑service operations.
• Ability to manage VIP, regular and long‑stay guests with attention to detail.
• Strong communication and relationship‑building skills.
• Leadership experience, including training and mentoring staff.
• Effective problem‑resolution and complaint‑handling capabilities.

Required skills