Personal Concierge Supervisor

About the role

As a Personal Concierge Supervisor you will lead the concierge team in delivering highly personalized, anticipatory service to every guest. You will ensure that each interaction reflects the luxury standards of Waldorf Astoria and Hilton, creating memorable experiences that brighten guests’ stays.

Key responsibilities

• Supervise, guide and support the Personal Concierge team, conducting daily briefings, assigning tasks and monitoring performance.
• Coach, mentor and develop team members, participating in recruitment, onboarding and performance evaluations.
• Provide anticipatory, personalized service to all guests, handling VIP arrivals, high-profile requests and special occasions with discretion.
• Maintain accurate guest request records, profiles and preferences to ensure timely fulfillment.
• Coordinate with Housekeeping, Food & Beverage, Spa, Engineering, Security and external vendors to deliver seamless service.
• Conduct service audits, identify gaps and implement corrective actions to uphold Waldorf Astoria, Hilton and Forbes Travel Guide standards.
• Resolve complex guest concerns, empower team members to address issues and follow up on feedback to build loyalty.

Required profile

• Passion for spreading the light and warmth of hospitality.
• Integrity and commitment to doing the right thing.
• Proven leadership and team-management experience in a luxury hotel environment.
• Strong guest-service orientation with the ability to handle VIP and high-profile guests discreetly.
• Excellent communication and collaboration skills across multiple hotel departments.

Required skills