Guest Relations Supervisor - Waldorf Astoria Maldives Ithaafushi

Job description

Waldorf Astoria Hotels & Resorts is Hilton’s luxury brand of iconic hotels committed to personal service and culinary excellence in landmark locations around the world. Each property delivers unforgettable experiences and offers a strong sense of arrival with impressive public spaces worthy of hosting history. Guests can expect True Waldorf Service from the moment they reserve their stay to the moment they leave the property doorstep.

Waldorf Astoria Maldives Ithaafushi made a wow debut in 2019 and is already recognized as one of the finest resorts in the world. Sprawled across three islands, the resort is one of the most sizable in the Maldives. It boasts the country’s largest spa, extensive recreation facilities and it’s the Maldives resort with the most culinary choices (an impressive 11 specialty cuisine dining options). Besides its 117 luxurious villas, the resort is also home to an exclusive offering: a private island, the largest in the country which is to be rented out in its entirety.

Once you get a glimpse of this one of its kind resort, you know you arrived to a sun-soaked paradise. Luxurious villas act as vast private indoor-outdoor playgrounds, each featuring its own private pool. Everywhere you look, from the standalone villa bathtub to the glass-bottomed floors in the spa’s treatment pavilions, the azure water steals the show.

Are you ready to join our talented and dedicated team at Waldorf Astoria Maldives Ithaafushi and take your career to new heights?

What will I be doing?

Guest Relations Supervisor for Waldorf Astoria Maldives is responsible for managing all pre-arrival guest enquiries via email, ensuring timely, accurate, and personalized communication. The role includes meeting and welcoming guests upon arrival, overseeing the guest journey throughout their stay, and proactively addressing guest needs and concerns. The Guest Relations Supervisor ensures an exceptional and seamless guest experience in full compliance with the established policies, standards, and service culture of Waldorf Astoria. Specifically, as a Guest Relations Supervisor for Waldorf Astoria Maldives you will perform the following tasks to the highest standards:

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Deliver exceptional, personalized guest service at all times, proactively anticipating and responding to guest needs throughout the guest journey.

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Manage end-to-end guest communication, including pre-arrival, in-house, and post-departure follow-ups, with special attention to VIPs, repeaters, and Hilton Honors members.

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Ensure full compliance with Waldorf Astoria Brand Standards, Quality Assurance audits, Hilton values, grooming standards, and resort policies.

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Oversee guest recognition programs, including VIP amenities, room checks, preference management in CRM, and coordination with relevant departments.

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Handle guest feedback and complaints effectively, taking ownership of issue resolution and escalating to senior management when required.

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Promote resort facilities, services, outlets, and experiences through upselling and cross-selling to enhance guest satisfaction and revenue.

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Liaise closely with Front Office, Executive Office, Housekeeping, Engineering, and other departments to ensure seamless guest experiences.

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Supervise, train, coach, and evaluate Guest Relations and Concierge team members, including hiring, daily briefings, and performance reviews.

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Maintain a welcoming, well-presented lobby environment and ensure sufficient operational supplies for guest service needs.

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Organize and enhance guest experiences through personalized celebrations, special occasions, happy hours, and management cocktail events.

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Ensure operational efficiency through system knowledge (Opera), adherence to safety, hygiene, fire, and health regulations, and flexible task execution.

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Foster strong team relations, clear interdepartmental communication, and continuous improvement through ideas, feedback, and performance monitoring (Stay Experience)

What are we looking for?

The Guest Relations Supervisor serving Waldorf Astoria Maldives is always working to create and ensure a great arrival and departure experience for our Guests. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

Experience

·  Minimum 1-2 years’ experience in the same or similar role in a Luxury Resort.
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Knowledgeable of multi-cultural service protocols and standards.

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Strong ability to operate and successfully arbitrate in a complex international and multicultural environment.

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Excellent guest relations and problem-solving skills.

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Good planning and execution skills with the ability to be persistent while focusing on detailed elements of tasks.

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Excellent time management, organizational, communication, and motivational skills.

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Have impeccable follow-through.

Competences

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Candidate must have a good command of spoken and written English

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Pays attention to detail and has strong customer service skills.

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Mature, meticulous, resourceful, organized, and able to work independently.

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Have impeccable follow-through and a “Can Do” attitude and mindset.

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!