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.

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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.

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Essential functions:

\n\nBe an administrative support to Executive Office in terms of reporting, keeping the calendars up to date, make travel arrangements etc. \nBe the point of contact of the Executive Office when needed.\nBuild and maintain relationships with the neighborhood, vendors, partners and guests.\nSupport other Departments when needed or is required.\nSupport the sales efforts.\nBe 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.\nAcceptance and passing on of the wishes of VIP guests to the corresponding departments/persons.\nHave detailed knowledge and support of the Personal Concierge Program as well as Engage.\nKnow the standards and put them into practice in daily work, thus actively pursuing the hotel’s objectives.\nHave thorough knowledge of the building and actively sell the hotel service offers.\nProvide information and make bookings for bus/ rail and air travel, events, restaurants, theatres, concerts, city tours, sightseeing etc.\nIs aware about Qualtrics scores and acts to improve them.\nCooperate with Team Members from all departments in order to provide highest standards to VIP guests.\nTake part in training courses regularly and put the know-how obtained into practice.\nAware of the joint responsibility for safety in our hotel and abides strictly by all the safety instructions, especially when operating the machines and equipment.\nKnow how to what to do in case of an evacuation/fire alarm or other emergencies (i.e. bomb threats).\nObtain 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.\nTake part in meetings and shift handovers.\nCarry out related administrative tasks.\nTake over any other tasks and special projects which arise in the course of business.\nPerform daily mise-en-place work.\nBe familiar with the daily activities in the hotel.\nFollow-up on Guest comments/correspondence\nParticipate as well prepare weekly & monthly rosters for the Ambassador on Duty Program.\nBooking of staff reservations & special requests.\nMarketing: support & advise marketing team regarding photo shoots, filming and interviews; checking of grammar on all texts for internal & external publication\nGift vouchers & correspondence prize winners other Hilton Worldwide properties.\n\n

 Supportive function:

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 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.

\n\n Support the General Manager and Hotel Manager.\nTo conduct and attend the Front of House communication meetings.\nParticipates in developing new programs and ideas to improve SES, guest satisfaction and revenue sources.\nResponsible for ensuring training is completed as per Waldorf Astoria Brand Standards.\nSet departmental targets and objectives, work schedules, policies, and procedures.\nTo conduct trainings and ensure that the team is fully trained in all aspects of the duties.\nTo ensure compliance with all aspects for the Quality Assurance.\nSupport with press and media events.\nMonitor trends and should be able to explain results. Should there be negative aspects an action plan needs to be put together and actioned.\nTo carry the monthly communication meetings and produce minutes.\nTo reply to Qualtrics and Service Recovery guest comments.\nBuild and maintain relationships with the neighborhood, vendors and guests.\n

 Specific job knowledge, skill and ability

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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.

\n\n Ability to work under pressure and deal with stressful situations during busy periods.\nAbility 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.\nAny additional language(s) is (are) beneficial.\nDemonstrates complete working knowledge of the Waldorf Astoria Amsterdam Service Delivery Standards.\nGains and maintains a broad cultural awareness.\nA broad knowledge of the city of Amsterdam, in order to provide a spotless guest experience.\nMaintain good communication and working relationships with all hotel departments.\n\n

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 travelers 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!

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