Luxury Network Concierge & Partnership Supervisor

Job description

Position Summary

This position has been created in line of our Consortia strategy for Waldorf Astoria Platte and Mango House LXR.

The Luxury Network Concierge & Partnerships Supervisor is a key commercial and service-driven role designed to support the growth of the luxury segment by acting as the primary liaison between Luxury Travel Advisors, Reservations, Sales, and Hotel Operations.

This position ensures a seamless, personalized, and high-touch booking journey for luxury consortia and private advisor bookings — from enquiry through pre-arrival, check-in, and in-house follow-up — while supporting the DOS in strengthening relationships with top luxury travel networks, including Virtuoso and equivalent consortia.

The role plays a critical part in driving conversion, advisor satisfaction, and luxury revenue growth for Waldorf Astoria and Mango House LXR.

What will I be doing?
Key Responsibilities

Luxury Travel Advisor & Consortia Engagement 

·  Act as the primary point of contact for luxury travel advisors and consortia partners (e.g. Virtuoso, Signature, Internova)

·  Build and maintain strong relationships with top-producing luxury advisors, ensuring personalized and responsive communication

Support the Director of Sales in the growth and development of luxury advisor production for both properties

 

Virtuoso & Luxury Network Optimization

·  Support the Director of Sales in optimizing the Virtuoso and luxury consortia programs, including:

·  Advisor-friendly offers and booking conditions based on advisors’ feedback

·  Ensure fast, tailored, and brand-aligned responses to luxury advisor enquiries

·  Actively support the DOS with proactive follow-up and coordination and keep the luxury database updated.

 

End-to-End Luxury Booking & Pre-Arrival Management

·  Manage the full luxury booking journey from enquiry to check-in for consortia and private advisor bookings

·  Ensure accurate entry, tracking, and management of luxury bookings in Delphi and relevant Hilton systems

·  Coordinate all pre-arrival luxury arrangements, including:

·  Guest preferences and special requests

·  VIP recognition and amenities

·  Close coordination with Front Office, Guest Relations, F&B, and Operations

·  Ensure every luxury booking is fully prepared, personalized, and flawlessly executed

In-House Guest & Advisor Follow-Up

·    Personally contact consortia and luxury advisor guests once checked in to ensure satisfaction and anticipate needs

·  Act as the communication bridge between guests, advisors, and hotel operations to resolve any issues promptly

·  Reassure luxury advisors that their clients are receiving exceptional care and recognition

 

Internal Coordination & Commercial Support

  Serve as the key liaison between Sales, Reservations, and Operations for luxury bookings

 

Support the Director of Sales with:

·  Luxury consortia contract follow-ups

·  Tracking of luxury advisor production and conversion

·  Ensure luxury bookings are clearly flagged, prioritized, and communicated internally

·  Maintain accurate luxury booking data and support reporting requirements as needed

·  Guest satisfaction feedback

 

Key Performance Indicators (KPIs)

·  Luxury segment revenue growth (Consortia & Private Advisors)

·  Conversion rate of luxury advisor enquiries

·  Response time to luxury advisor requests

·  Guest satisfaction for luxury advisor bookings

·  Advisor retention and repeat production

·  Accuracy and quality of pre-arrival preparation

What are we looking for?

SYSTEM KNOWLEDAGE

·  Efficient usage of all systems and good maintenance

·  Know all the functions of the computer system and eliminate minor errors in the software itself.

·  Know the reservation system

 

     TEAM WORK & COMMUNICATION

·  Efficient and friendly support to other Team Member within own and other departments

·  Take part in Communication Meetings on a regular basis.

·  Approach supervisors in confidence if any problems arise.

·  Always co-operate with colleagues and supervisors in the department.

     TRAINING

·  Participation in meetings and training courses

·  Optimal communication and co-operation with all other departments, in particular Front Desk, C & E , Accounting

·  Is obliged to take part in internal training courses and to implement what has been learnt in daily practice.

 

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

·  Knowledge of the hotel property management systems

·  Demonstrated previous experience working in the Conference and Events function

·  Qualification, degree, or certification in a relevant field

 

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!