Guest Service Manager - Amsterdam

Welcome to the timeless luxury world of Waldorf Astoria

Around the globe, Waldorf Astoria Hotels & Resorts reflects the culture and history of their timeless 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 of personalized attention and know how to craft unexpected moments with a rich level of customer service, you may just be the Trainee we are looking for. Once you enter the marvelous world of Waldorf Astoria Hotels & Resorts, you are part of our promise to deliver Guests a single rich experience at every extraordinary place they visit.

Your purpose as Guest Service Manager:

Embark on a rewarding journey as a Guest Service Manager, where your primary focus is to curate an unforgettable experience for our esteemed guests. Lead our dedicated front of house team with a passion for personalized service, ensuring each guest feels cherished and valued. As the adept duty manager, your role extends beyond operational excellence to fostering a warm and secure environment. Be the guardian of our guests' safety and well-being, ready to provide exceptional care and personalized attention in every moment, including times of unforeseen challenges. Elevate hospitality to new heights by shaping memorable, tailor-made experiences for our discerning guests.

As Guest Service Manager, you will be empowered to perform the following tasks at the highest standard: 

• Directly responsible for growth, training, and development of all Assistant Guest Service Managers, Guest Service Agents, Guest Service Administrators & Bellman to ensure they carry out Waldorf Astoria Amsterdam standards on a daily basis
• Welcome guests on arrival, providing them with a tailor made welcome
• Execute a flawless departure experience when checking out guests
• Consistently demonstrate leadership capabilities in decision making, follow up, and coaching
• Proactively address any guest issues, complaints, or mishaps as needed; take full ownership of guest and implement a problem resolution that exceeds guest expectations
• Ensure all Front of House Employees are executing True Waldorf Service Standards for each and every guest; provide detailed coaching and feedback as needed
• Participate and lead by example in productive, professional, and positive communication between Front of House and all other departments within hotel
• Complete individual projects as assigned by Department Head in agreed upon timeline
• Drive Sales within the hotel, including but not limited to; Guerlain Spa, Food & Drinks outlets, and Meetings & Events
• Act as a personal concierge, write handwritten notes to PC guest, ensure to welcome your PC guest and keep up to date with the hotels Pre-Arrival system to ensure all new offerings are updated. Provide midway check-ins for PC guest and prepare departure emails were appropriate.
• Participate and help coach others on upselling while maintaining guest experience expectations
• Assist with preparing the duty rosters
• Take action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and team members. Responds swiftly and effectively in any hotel emergency or safety situation