Chief Concierge | Waldorf Astoria Dubai Palm Jumeirah

Chief Concierge | Waldorf Astoria Dubai Palm Jumeirah

A Chief Concierge with Waldorf Astoria Hotels and Resorts supervises the Concierge Team and sets the department goals to help Team Members to create an exceptional Guest and customer experience.

What will I be doing

As Chief Concierge, you will supervise the Concierge Team and set the department goals to help Team Members to create an exceptional Guest and customer experience. A Chief Concierge is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Supervise / Manage daily Concierge operations
• Set Departmental objectives, work schedules, budgets, policies and procedures
• Monitor the appearance, standards and performance of the Concierge 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 a good knowledge of the local area
• Coordinating with other departments within the hotel, such as housekeeping, maintenance, and front desk, to ensure seamless service delivery and guest satisfaction.
• Maximize Sales revenues through up-selling and marketing programs.
• Handling any issues or complaints that arise during a guest's stay with professionalism and efficiency and finding satisfactory resolutions.
• Monitor Guest satisfaction reports and implement actions to improve results
• Maintain good communication and working relationships with all hotel areas
• Project a professional manner with an emphasis on hospitality and Guest service
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Continuously seeking feedback from guests and monitoring industry trends to identify areas for improvement in service delivery and guest satisfaction.
• Attend Front of House/Hotel meetings, as required

What are we looking for

A Chief Concierge serving Waldorf Astoria Hotels & Resorts is always working on behalf of our guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• Minimum 4–6 years of experience in a luxury or ultra-luxury hotel environment, with proven exposure to Concierge or Front Office operations.
• Previous leadership experience within a Concierge or Front of House team, with a strong ability to mentor, motivate, and develop Team Members.
• Extensive knowledge of the local destination, including cultural attractions, dining, entertainment, events, and bespoke experiences, with the ability to curate personalized guest itineraries.
• Proven ability to deliver highly personalized, anticipatory service, exceeding the expectations of discerning luxury travelers and VIP guests.
• Strong understanding of luxury service standards, guest recognition practices, and complaint resolution at the highest level.
• Exceptional communication and interpersonal skills, with the confidence to engage professionally with high-profile guests, partners, and internal stakeholders.
• Demonstrated ability to manage multiple priorities and remain calm, resourceful, and solution-oriented in a fast-paced, high-pressure environment.
• High level of organizational skills and attention to detail, ensuring consistency, accuracy, and excellence in all guest interactions.
• Ability to build and maintain strong relationships with local vendors, partners, and service providers to enhance guest experiences.
• Proficiency in property management systems and Front Office technology, with a solid understanding of hotel policies and procedures.
• A genuine passion for hospitality, service excellence, and continuous improvement, with a strong commitment to upholding the brand’s luxury standards.

• Flexibility to work a variety of shifts, including weekends, holidays, mornings, afternoons, and evenings, as required by operational needs.

What will it be like to work for Hilton

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all.