Guest Service Leader (Duty Manager) - Waldorf Astoria Edinburgh - The Caledonian

Hilton Hotels

  • Contact: Human Resources
  • Reference: HOT05RPN

Job Summary
A Guest Service Leader with Waldorf Astoria Hotels and Resorts supervises Reception operations & performs Duty Manager shifty to ensure consistently-delivered exceptional customer service to Guests, especially as service affects the information provided by Team Members to assist with Guest enquiries.

What will it be like to work for this Hilton Brand?
In exceptional destinations around the globe, Waldorf Astoria Hotels & Resorts reflect the culture and history of their extraordinary locations, as well as fresh, modern expressions of Waldorf Astoria's rich legacy. Waldorf Astoria provides guests the exceptional environment and the personalized attention of true Waldorf service that creates a singular experience.

If you understand the value personalized attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may be just the person we are looking for to work as a Team Member with Waldorf Astoria Hotels & Resorts. Because it's with Waldorf Astoria Hotels & Resorts where we promise our Guests a single rich, experience at every extraordinary place they visit.

What will I be doing?
As Guest Service Leader, you will supervise Reception operations & perform Duty Manager shifts to ensure consistently-delivered exceptional customer service to Guests, especially as service affects the information provided by Team Members to assist with Guest enquiries. Interactions with Guests contribute greatly to the first impressions of our Guests and, therefore, you must perform the following tasks to the highest standards:
  • Support Team Members in handling Guest requests and enquires to ensure a positive outcome

  • Ensure the Front Office Manager is fully aware of any relevant feedback from Guests and/or other departments

  • Ensure a consistent, high level of customer service

  • Brief your team on any events or VIP guests in the hotel that day

  • Drive sales revenues and promote hotel services and facilities for up-selling opportunities

  • Understand and apply correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy

  • Monitor the appearance, standards and performance of the Front Office Team with an emphasis on training and teamwork

  • Ensure Team Members have current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties

  • Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards

  • Act in accordance with the front of house equipment and the property management systems

  • Conduct training programs on an ongoing basis

  • Carry out shift handovers and brief team members as required

  • Follow company brand standards

  • Assist other departments, as necessary, and maintain good working relationships with hotel Team Members

  • All shift patterns both day time and night time will be required, flexibility is essential

What are we looking for?

Guest Service Leaders serving Waldorf Astoria Hotels and Resorts are 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:

  • Previous experience in full service or luxury hotels at this level

    • Positive attitude and good communication skills
    • Committed to delivering a high level of customer service

    • Excellent grooming standards

    • Ability to work on your own or as part of a team

    • Competent level of IT proficiency

What will itbe like to work for Hilton?
Our teams deliver exceptional hospitality experiences to our Guests every day& their contributions are at the core of our success. We're committed tohelping our teams 'Thrive@Hilton', to ensure we're our best self, every day.

Our benefit programmes help to build a strong foundation to achieve this...

BODY - Webuild a strong foundation for health & well being...
Retirement plan, life assurance, healthcare cash plan, dentalinsurance & eye care
MIND - Weseek lifelong learning & meaningful leadership...
Childcare vouchers, CMP & CAP, AXA employee assistance programme
SPIRIT - Wedare to dream & connect with purpose...
Team member room rates globally, perks at work package

We are Hilton, We are Hospitality!

Contract - Permanent (39hrs per week)

Salary - £17,750 per annum + Hilton perks & benefits programme

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