Vacature omschrijving
As an Executive Operations Assistant for the Waldorf Astoria Amsterdam you will be responsible for ensuring consistent quality of customer service is provided to the guests in accordance with the Waldorf Astoria True Service Stand...
Organisation
Waldorf Astoria Amsterdam opened its doors on May 1st 2014.Inspired by timeless Dutch history, Waldorf Astoria Amsterdam brings the legendary Sincerely Elegant Service to a storied and unforgettable destination. Once wealthy patrician houses built during the Golden Age, Waldorf Astoria Amsterdam is situated on the Herengracht, enjoying a prime location in the city's most beautiful and oldest canal setting.
All 93 elegant spacious rooms and suites offer views over the Herengracht canal or the private courtyard garden, and feature a wealth of modern amenities and thoughtful touches to make the guest stay memorable.
Guests can dine in style in our sophisticated 2-Michelin star fine dining restaurant Spectrum, or in our Peacock Alley restaurant, where you can savour exquisite international cuisine.
The wonderful, luxurious and relaxing Guerlain Spa can be found on the ground floor. This is the first spa in collaboration with Guerlain in the Benelux region and receives yearly awards since its opening.
All these outlets and more are staffed with amazing people who are always looking for new vibrant minds to strengthen the team and together provide the Sincerely Elegant Service.
Job Description
As an Executive Operations Assistant for the Waldorf Astoria Amsterdam you will be responsible for ensuring consistent quality of customer service is provided to the guests in accordance with the Waldorf Astoria True Service Standards.To provide guests with a memorable stay experience that is personalized to their needs, throughout their stay at the hotel by ensuring that the team is responding efficiently to their enquiries and advising them of the amenities and benefits offered by the hotel.Essential functions:
- Be an administrative support to Executive Office in terms of reporting, keeping the calendars up to date, make travel arrangements etc.
- Be the point of contact of the Executive Office when needed.
- Build and maintain relationships with the neighborhood, vendors, partners and guests.
- Support other Departments when needed or is required.
- Support the sales efforts.
- Be available for VIP guests at all times as a point of contact and co-responsibility for appropriate treatment of VIP guest complaints, passing on and documenting such complaints.
- Acceptance and passing on of the wishes of VIP guests to the corresponding departments/persons.
- Have detailed knowledge and support of the Personal Concierge Program as well as Engage.
- Know the standards and put them into practice in daily work, thus actively pursuing the hotel's objectives.
- Have thorough knowledge of the building and actively sell the hotel service offers.
- Provide information and make bookings for bus/ rail and air travel, events, restaurants, theatres, concerts, city tours, sightseeing etc.
- Is aware about Qualtrics scores and acts to improve them.
- Cooperate with Team Members from all departments in order to provide highest standards to VIP guests.
- Take part in training courses regularly and put the know-how obtained into practice.
- Aware of the joint responsibility for safety in our hotel and abides strictly by all the safety instructions, especially when operating the machines and equipment.
- Know how to what to do in case of an evacuation/fire alarm or other emergencies (i.e. bomb threats).
- Obtain all the relevant information from the previous shift, including the volume of business, VIP/ special guests, tasks to be clarified and to be completed and special events.
- Take part in meetings and shift handovers.
- Carry out related administrative tasks.
- Take over any other tasks and special projects which arise in the course of business.
- Perform daily mise-en-place work.
- Be familiar with the daily activities in the hotel.
- Follow-up on Guest comments/correspondence
- Participate as well prepare weekly & monthly rosters for the Ambassador on Duty Program.
- Booking of staff reservations & special requests.
- Marketing: support & advise marketing team regarding photo shoots, filming and interviews; checking of grammar on all texts for internal & external publication
- Gift vouchers & correspondence prize winners other Hilton Worldwide properties.
Supportive function:In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
- Support the General Manager and Hotel Manager.
- To conduct and attend the Front of House communication meetings.
- Participates in developing new programs and ideas to improve SES, guest satisfaction and revenue sources.
- Responsible for ensuring training is completed as per Waldorf Astoria Brand Standards.
- Set departmental targets and objectives, work schedules, policies, and procedures.
- To conduct trainings and ensure that the team is fully trained in all aspects of the duties.
- To ensure compliance with all aspects for the Quality Assurance.
- Support with press and media events.
- Monitor trends and should be able to explain results. Should there be negative aspects an action plan needs to be put together and actioned.
- To carry the monthly communication meetings and produce minutes.
- To reply to Qualtrics and Service Recovery guest comments.
- Build and maintain relationships with the neighborhood, vendors and guests.
Job Requirements
Specific job knowledge, skill and ability The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
- Ability to work under pressure and deal with stressful situations during busy periods.
- Ability to communicate in English, both orally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
- Any additional language(s) is (are) beneficial.
- Demonstrates complete working knowledge of the Waldorf Astoria Amsterdam Service Delivery Standards.
- Gains and maintains a broad cultural awareness.
- A broad knowledge of the city of Amsterdam, in order to provide a spotless guest experience.
- Maintain good communication and working relationships with all hotel departments.
What benefits will I receive?
- You will become a member of the GO Hilton programme, which provides reduced room rates in all our hotels WORLDWIDE, which means you can choose out of over 8,000 properties in more than 100 countries and all this not only for yourself but off course to share with your friends and family as well.
- 50% discount on Food & Drinks
- Discounts on products and services offered by Hilton Worldwide and its partners, for example Guerlain
- Cross training
- Referral bonus across Hilton Hotels in the Netherlands
- Yearly departmental team outing
- Hilton University offers more than 2500 e-learnings
We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.
Salary and Benefits
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Ref.nr.:164643-UZP-NL-FPC-050611 - RT184711773