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Waldorf Astoria Hotels & Resorts is Hilton’s luxury brand of iconic hotels committed to personal service and culinary excellence in landmark locations around the world. Each property delivers unforgettable experiences and offers a strong sense of arrival with impressive public spaces worthy of hosting history. Guests can expect True Waldorf Service from the moment they reserve their stay to the moment they leave the property doorstep.

Waldorf Astoria Maldives Ithaafushi made a wow debut in 2019 and is already recognized as one of the finest resorts in the world. Sprawled across three islands, the resort is one of the most sizable in the Maldives. It boasts the country’s largest spa, extensive recreation facilities and it’s the Maldives resort with the most culinary choices (an impressive 11 specialty cuisine dining options). Besides its 118 luxurious villas, the resort is also home to an exclusive offering: a private island, the largest in the country which is to be rented out in its entirety.

Once you get a glimpse of this one of its kind resort, you know you arrived to a sun-soaked paradise. Luxurious villas act as vast private indoor-outdoor playgrounds, each featuring its own private pool. Everywhere you look, from the standalone villa bathtub to the glass-bottomed floors in the spa’s treatment pavilions, the azure water steals the show.

Are you ready to join our talented and dedicated team at Waldorf Astoria Maldives Ithaafushi and take your career to new heights?

What will I be doing?

The Guest Relation Executive in the Food & Beverage department serving Waldorf Astoria Maldives Ithaafushi is responsible for ensuring that guests have a memorable and enjoyable dining experiences. This role involves managing guest relations, handling complaints, upselling, overseeing service standards, and coordinating with various departments to deliver exceptional service.

Your role as Food & Beverage Guest Relations Executive for Waldorf Astoria Maldives Ithaafushi will include key responsibilities such as:

• Warmly greet arriving guests and bid farewell to departing guests, ensuring a personalized and memorable experience. Provide the perfect first impression with a smile.
• Actively engage with guests, inquire about their needs, and provide assistance and information about resort facilities, services, and food & beverage outlet details.
• Build and maintain positive relationships with guests to ensure repeat business, develop and maintain strong relationships with our clients.
• Develop and maintain strong relationships with repeat and long staying guests.
• Address guest queries and concerns promptly and efficiently, ensuring their needs are met and any issues are resolved.
• Ensure VIP guests and regular patrons receive personalized attention, making them feel valued and special by knowing their preferences
• Regularly solicit and act upon guest feedback to continually improve services and enhance the guest experience.
• Be aware of and sensitive to the cultural backgrounds and preferences of guests to provide a respectful and tailored experience.
• Always maintain a professional appearance and demeanor to reinforce the Hilton brand and reputation and Anticipate guest needs and offer proactive solutions to enhance their stay.
• Oversee service operations to ensure the highest standards of luxury hospitality and service are consistently met.
• Coordinate with the kitchen and bar to ensure the timely delivery of food and beverages, ensuring that guests receive their orders promptly and correctly.
• Foster a collaborative environment among team members to ensure cohesive and efficient service delivery.
• Monitor and evaluate the quality of service provided by team members, offering feedback and training as necessary to maintain excellence.
• Implement and uphold luxury service standards and procedures.
• Handle guest complaints in a professional and timely manner and keep your HOD informed for all guest concerns
• Investigate and resolve issues, ensuring guest satisfaction.
• Follow up with guests to ensure their concerns are resolved and follow up regularly
• Keep track of guest issues to proactively enhance their experience during repeat visits to the hotel. (preference to be tracked)
• Collaborate with relevant hotel departments to address guest issues effectively
• Schedule and manage the work of the guest relations team.
• Conduct regular meetings with colleagues to discuss service improvements.
• Collaborate with other departments (e.g., kitchen, Front office, housekeeping) to enhance guest experiences.
• Update the guest satisfaction scores daily with the managers and attend outlet briefings randomly to ensure team members are aware of the most recent scores.
• Guest feedback from Stay Scores to be discussed in daily briefing
• Assist in the development and implementation of guest service policies and procedures.
• Prepare regular reports on daily guest interactions and feedback for management review.
• Monitor guest feedback and suggest improvements based on insights.
• Maintain records of guest interactions and feedback for analysis. (Stay Score)
• Ensure the cleanliness and ambiance of the dining areas meet the establishment's standards. (Coordinate with outlet Manager)
• Visit all operational outlets and immediately rectify any issues that do not align with the implemented luxury standards.
• Tailor services to meet the individual needs and preferences of guests, providing a personalized and memorable experience.
• Promote special events and offers to guests.
• Upsell food and beverage items and outlets to enhance revenue.
• Follow up on daily special food and beverage events happening around the resort and communicate with relevant departments to capture more reservations. Proactively remind outlet managers to share event details with their team to ensure awareness.
• Assist in marketing efforts by gathering guest feedback and preferences.
• Ensure that all arrangements meet or exceed guest expectations.
• Identify opportunities and communicate with outlet leaders about potential spenders in-house to enhance the guest experience and increase revenue.
• Tailor services to meet guests' individual needs and preferences, providing a personalized and memorable experience.
• Proactively seek guest feedback and reviews during their stay, encouraging positive online reviews and addressing negative feedback.
• Compile and report guest feedback to relevant departments for continuous improvement.
• Actively seek and utilize guest and staff feedback to continuously improve service standards and practices.
• Compile a report at the end of each month detailing all Positive & negative feedback received from guests. Coordinate with outlet leaders to create action plans and retrain team members to avoid similar issues in the future. Follow up on training progress and maintain records of these activities.
• Ensure the safety and security of guests, their belongings, and their confidential information. Ensure that team members adhere to these standards on a daily basis.

What are we looking for?

Food & Beverage Guest Relations Executive serving Waldorf Astoria Maldives is always working to ensure a great experience for our Guests. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• Passion for delivering exceptional levels of guest service
• Extensive Food & Beverage Experience within a luxury setting.
• Excellent communication skills, effective management, leadership, organizational and communications skills
• Ability to assemble, analyze, understand integrated spread sheets and complex technical information.
• Strong presentations skills
• Prioritization skills necessary to meet deadlines
• Candidate must have a good command of spoken and written English and Russian language.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Degree in relevant area, ideally bachelor’s degree in hospitality management
• Luxury resort experience

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Job: Food and Beverage

Title: Food & Beverage Guest Relations Executive - Russian Speaking - Waldorf Astoria Maldives Ithaafushi

Location: null

Requisition ID: HOT0ASRB

EOE/AA/Disabled/Veterans