Personal Concierge Agent – Guest Relations

About the role

Exceptional hospitality starts with you. As a Personal Concierge Agent you will brighten guests’ days by handling special requests, delivering memorable experiences and ensuring every stay feels warm and welcoming.

Key responsibilities

• Meet, greet and direct guests in the lobby, serving as the main point of contact for regular and VIP guests.
• Brief hotel departments on guest requirements and coordinate with security, housekeeping, engineering, food & beverage and other teams.
• Manage long‑stay guest needs, record preferences, and personalize the experience by updating guest profiles.
• Handle guest inquiries, complaints and feedback promptly, following Waldorf Astoria concierge standards.
• Promote hotel facilities, identify up‑selling opportunities and escort guests to rooms, explaining amenities.
• Complete daily administrative tasks, checklists and report maintenance issues to the Front Office Manager.

Required profile

• Strong patience, tact and diplomacy to defuse angry situations and gather accurate information.
• Excellent interpersonal skills to ensure overall guest satisfaction.
• Good mathematical ability for handling operational numbers.
• Proficiency with moderately complex computer systems for data entry.
• Fluent in English (reading, writing, speaking) for effective communication.
• Ability to work under pressure during busy periods.