Director of Guest Relations and Quality - Waldorf Astoria Beverly Hills at Hilton Global in Beverly Hills, California

Job Description:

The Waldorf Astoria Beverly Hills is currently hiring a Director of Guest Relations & Quality. This position is responsible for overseeing the Concierge and Guest Experience Coordinator as well as collaborate with Operational Departments, Director of Training & Quality and Executive Committee Members as needed.

QUALIFICATIONS:

• Minimum three years of luxury hotel experience

• Prior Luxury Hotel experience in Front of House role

• Prior knowledge of ONQ property management system preferred

• Excellent communication skills

• Ability to interact professionally with guests, vendors, team members and management team

DUTIES & RESPONSIBILITIES:

• Managing the day-to-day operations of Concierge and Guest Experience team

• Providing exceptional guest service and ensuring guest needs are met and exceeded from pre-arrival to post-departure

• Maintain expert knowledge of hotel facilities, services, cultural trends and attractions

• Handle guest requests and special arrangement, including and not limited to room upgrades, paid amenities plus surprise & delights

• Coordinate and handle VIP level guests and act as liaison to VIP groups

• Monitor in-house guest activity to ensure comfort and satisfaction

• Oversee training procedures, including mandatory training and probationary reviews

• Responsible for departmental administrative functions including payroll, scheduling and employee relations

• Ensure quality performance and alignment with brand and luxury property service standards

• Dissect Stay Score and execute initiatives after analyzing guests' feedback

• Strategize to continuously improve overall rating

• Coordinate with Director of Training & QA for Brand standards and Forbes standards compliance and trainings

• Organize and arrange special welcome gift amenities to VIP hotel guests

• Conduct inspection of all VIP arrival rooms to ensure proper room setup and amenity placement

• Monitor and ensure guests complaints through Qualtrics, Kipsu and emails are responded to by Front Office Leadership or you

• Drive Service Recovery Program throughout all departments

• Implementing plans to improve guest satisfaction throughout all departments

• Ensure PREA emails and KYC Hospitality system is embraced and acted upon by all

• Communicate Executive office VIPs and Amin

• Participate in the Weekend Hotel MOD coverage program as needed (in absence of Hotel Manager)

• Resolving guest complaints effectively and action service recovery

• Greet and welcome VIP guests upon arrival, ensuring a warm and friendly atmosphere

• Uphold the highest standards of professionalism, grooming and concierge code of ethics

• Personally embrace and implement the WA Personal Concierge brand signature playbook among the team

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

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!

Salary Range: $100,000-$110,000 based on applicable experience

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