Personal Concierge Agent; Front Office | Waldorf Astoria Palm Jumeirah

Personal Concierge Agent (Front Office) | Waldorf Astoria Dubai Palm Jumeirah

A Personal Concierge Agent with Waldorf Astoria Hotels and Resorts is responsible for delivering personalized service by offering information about the hotel and the surrounding area to all guests and VIP guests throughout their stay at the hotel.

• Welcome, greet, and guide guests upon their arrival, ensuring a warm and seamless introduction to the hotel.
• Act as the primary point of contact for regular and VIP guests, ensuring all team members are informed of their specific preferences and requirements.
• Maintain accurate, up-to-date guest profiles in the system, with a focus on detail and adherence to data privacy regulations.
• Collaborate with guests to understand their preferences for room decorations and coordinate arrangements to meet their needs and event themes.
• Oversee the setup of room decorations, ensuring all details align with the guest’s preferences, are aesthetically pleasing, safe, and completed on time.
• Actively seek feedback from guests to ensure their satisfaction, and address any inquiries in a timely, efficient, and professional manner.
• Serve as a trusted point of contact for long‑term or VIP Diamond guests, offering guidance, recommendations, and information to enhance their stay.
• Handle and resolve guest concerns or complaints quickly and effectively, ensuring guest satisfaction is always maintained.
• Consistently deliver exceptional service in the Reception, Lobby, and Executive Lounge areas, ensuring a welcoming environment for all guests.
• Demonstrate a comprehensive knowledge of hotel amenities, services, and events to maximize guest satisfaction and identify opportunities for upselling.
• Foster positive communication and collaborative working relationships across all departments to ensure smooth operations.
• Adhere to hotel security policies, fire safety regulations, and health and safety standards, ensuring a safe environment for both guests and staff.
• Follow established procedures when using front‑of‑house equipment and property management systems to ensure compliance and operational efficiency.
• Provide support to other hotel departments as needed, assisting with additional tasks to meet guest and hotel needs.
• Act as the main point of contact for guest inquiries, offering advice, information, and booking services for various requests, including tours, tickets, restaurant reservations, medical services, and flight arrangements.
• Accurately process and deliver guest messages and correspondence in a timely manner.
• Safely handle and store guest luggage, ensuring security and organization at all times.
• Stay informed of all hotel services and special events to remain prepared for daily VIP and guest requirements.
• Ensure safety, cleanliness, and orderliness around the lobby and entrance areas, adhering to safety guidelines.

• Minimum 2‑3 years of experience in a high‑end or luxury hotel, or an equivalent setting.
• Proven track record of working as a Personal Concierge Agent or Front Desk Experience in a fast‑paced environment.
• Commitment to delivering a high level of customer service.
• Positive attitude and good communication skills.
• Flexibility to respond to a variety of different work situations.
• Ability to work on your own and as part of a team.
• Excellent grooming standards.
• Knowledge of the local area.
• Excellent communication and interpersonal skills.
• Keen eye for detail and commitment to quality.
• Ability to work a variety of shifts including weekends, days, afternoons and evenings.

• Previous experience working in Personal Concierge in a luxury hotel.
• Fluency in German or Russian (both written and spoken) is required.

Waldorf Astoria The Palm

Full‑time

Waldorf Astoria Hotels & Resorts

Guest Services, Operations, and Front Office

• Mid‑Senior level

• Full‑time

• Other
• Hospitality