Personal Concierge Supervisor
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Key skills for this role
About the Role
Exceptional Hospitality Starts with You Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work!
Key Skills for This Role
Full Job Posting
Exceptional Hospitality Starts with You
Picture yourself brightening someone’s day.
When you join our Hotels team, that’s exactly what you’ll do every time you come to work!
As a
Personal Concierge Supervisor
, you’re not just overseeing the daily operations of the concierge desk – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Responsibilities
Here's what you'll do during a typical day:
• Leadership & Team Management
+ Supervise, guide, and support the Personal Concierge team to ensure consistent delivery of exceptional service.
+ Conduct daily briefings, assign tasks, and monitor team performance.
+ Coach, mentor, and develop team members to enhance skills and service standards.
+ Participate in recruitment, onboarding, and performance evaluations.
+ Foster a positive and collaborative team environment aligned with Waldorf Astoria culture.
Guest Experience & Service Excellence
- Ensure all guests receive highly personalized, anticipatory service throughout their stay.
- Handle VIP guests, high-profile arrivals, and special requests with utmost professionalism and discretion.
- Proactively engage with guests to understand preferences and create memorable experiences.
- Monitor guest feedback and implement improvements to enhance satisfaction.
Operational Oversight
- Oversee daily operations of the Personal Concierge desk to ensure efficiency and service consistency.
- Ensure all guest requests are accurately recorded, tracked, and fulfilled in a timely manner.
- Maintain guest profiles, preferences, and historical data for personalized service delivery.
- Ensure adherence to Waldorf Astoria standards, Hilton brand guidelines, and Forbes Travel Guide expectations.
Coordination & Communication
- Liaise closely with Housekeeping, Food & Beverages, Spa, Engineering, Security, and other departments to ensure seamless guest service.
- Coordinate with external vendors and partners to fulfill bespoke guest requests.
- Ensure clear communication of VIP movements, special arrangements, and guest preferences to relevant teams.
Quality Assurance & Continuous Improvement
- Conduct regular service audits and quality checks to ensure standards are upheld.
- Identify service gaps and implement corrective actions.
- Drive initiatives to enhance personalization and elevate guest experiences.
- Ensure compliance with hotel policies, procedures, and luxury service benchmarks.
Guest Relations & Problem Resolution
- Handle complex guest concerns and complaints professionally, ensuring prompt resolution.
- Empower team members to resolve issues while providing support and escalation when needed.
- Follow up on guest feedback to ensure satisfaction and build long-term loyalty.
Qualifications
What It Takes to Make the Stay
At Hilton, Our Core Values Define What It Takes To Succeed Here And Guide The Qualities We Look For In Every Team Member
A passion for spreading the light and warmth of
Hospitality
.
Acting with
Integrity
and always doing the right thing.
Inspiring others through
Leadership
.
A belief that
Teamwork
drives the best outcomes.
A sense of
Ownership
and accountability.
And a focus on the
Now
, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible.
As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune.
With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way.
Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton?
Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.
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