Personal Concierge Manager | Waldorf Astoria Palm Jumeirah

A Personal Concierge Manager with Waldorf Astoria Hotel & Resorts manages the Personal Concierge operation and sets department objectives to ensure the delivery of an exceptional, personalized guest experience in line with luxury brand standards.

• Manage and oversee daily Personal Concierge operations, projecting a professional image with a strong focus on luxury service delivery and exceptional guest engagement.
• Set daily objectives for the Personal Concierge team and prepare team rosters and work schedules in line with operational needs.
• Review and maintain the Personal Concierge team attendance records for payroll purposes on a daily and/or weekly basis.
• Ensure prompt, courteous, and professional responses to guest inquiries and requests through all communication channels, including face-to-face, telephone, and electronic platforms.
• Coordinate and oversee special guest requests, including room preferences, VIP arrangements, celebrations, and bespoke experiences to consistently exceed guest expectations.
• Curate and manage concierge services such as exclusive tours, activities, event ticketing, transportation, and personalized local recommendations.
• Monitor guest feedback from surveys, online reviews, and direct interactions, analyzing trends and implementing corrective actions where required.
• Train, coach, and manage the Personal Concierge team to ensure consistent adherence to hotel standards, policies, and procedures, with a strong emphasis on teamwork and service excellence.
• Conduct regular performance evaluations, provide ongoing feedback, and support the professional development of team members.
• Monitor and enforce grooming, appearance, and professional conduct standards for all Personal Concierge team members.
• Ensure the team maintains up-to-date knowledge of hotel products, services, pricing, policies, and the local destination.
• Continuously seek opportunities to personalize the guest journey through effective use of guest profiles, preferences, and anticipatory service techniques.
• Review guest satisfaction reports and performance metrics, implementing action plans to enhance service quality and guest loyalty.
• Maintain effective communication and strong working relationships with all hotel departments to ensure seamless service delivery.
• Ensure compliance with hotel policies and procedures when utilizing front-of-house systems, property management systems, and guest profiling tools.

• Minimum 3–5 years of experience in a luxury hotel environment, with proven experience in personal concierge, guest relations, or butler-style services, including exposure to VIP and VVIP guests.
• Demonstrated leadership experience in managing or supervising concierge or front-of-house teams, ensuring consistent delivery of luxury service standards.
• Strong knowledge of the local destination’s luxury lifestyle offerings, including fine dining, entertainment, cultural attractions, shopping, and exclusive experiences.
• In-depth understanding of luxury service etiquette, guest personalization, and anticipatory service, with the ability to exceed guest expectations through attention to detail.
• Proven ability to manage VIP, VVIP, and high-profile guests with the highest level of discretion, confidentiality, and cultural sensitivity.
• Hands‑on experience in coordinating bespoke guest experiences, including itineraries, reservations, transportation, celebrations, and special requests tailored to individual preferences.
• Proficiency in property management systems (e.g., Opera) and guest profiling tools, with the ability to effectively manage guest preferences and service recovery.
• Strong organizational, time‑management, and problem‑solving skills, with a calm and professional approach in high‑pressure situations.
• Excellent communication and interpersonal skills, with the confidence to engage professionally with discerning guests, senior management, and external partners.
• Proven ability to train, coach, and motivate Personal Concierge team members to deliver intuitive, consistent, and brand‑aligned service.
• Flexibility to work a variety of shifts, including evenings, weekends, and public holidays,…