Principle responsibilities and position purpose:
As an Executive 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 available for VIP guests at all times as a point of contact and co-responsibility for appropriate treatment of VIP guests 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 scores Qualtrics 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.
To carry the monthly communication meetings and produce minutes.
Support the General Manager and Director of Operations
To conduct and attend the Front of House communication meetings.
Participates in developing new programs and ideas to improve TWS, 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 reply to Qualtrics and Service Recovery guest comments.
Build and maintain relationships with the neighborhood, vendors and guests.
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.