Assistant Chief Concierge - (Pre-opening) Waldorf Astoria Kuala Lumpur

Job description

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! You will oversee the operations of the concierge desk, manage VIP services, and work closely with other departments to coordinate special requests. In this role, you will ensure the concierge team maintains the highest standards of service and professionalism.

As an Assistant Chief Concierge , you’re not just assisting guests with special requests and services – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Responsibilities

Supports the Chief Concierge in overseeing daily operations and delivering exceptional, personalized guest experiences. Assists in managing the Concierge team, handling VIP requests, and ensuring seamless coordination of services such as transportation, reservations, and local recommendations. Upholds luxury service standards, mentors team members, and ensures smooth operations in the absence of the Chief Concierge.

Here’s what you’ll do during a typical day

• Assist the Chief Concierge in overseeing daily Concierge operations, ensuring exceptional and personalized guest service
• Support in managing, training, and developing the Concierge team to uphold luxury service standards
• Meet and greet VIP, long-stay, and high-profile guests, ensuring a warm and personalized arrival experience
• Handle guest requests and special arrangements with professionalism, efficiency, and discretion
• Coordinate bespoke guest experiences, including dining, transportation, and local activities
• Work closely with third-party vendors to ensure seamless and reliable service delivery
• Maintain strong relationships with external partners and service providers
• Ensure the team is well-informed on local attractions, trends, and experiences
• Supervise bell desk and driveway operations, ensuring cleanliness, organization, and smooth traffic flow
• Monitor service quality and guest feedback, assisting in implementing improvements
• Assist in managing staffing, scheduling, and daily task allocation
• Collaborate with Front Office and other departments to ensure seamless overall operations
• Ensure compliance with brand standards, policies, and procedures
• Act in the absence of the Chief Concierge to maintain operational continuity

Qualifications

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.

In addition, this role requires the following minimum qualifications: Proven experience in a concierge or guest service role, ideally in a hotel setting. Strong leadership and team management skills, with the ability to train and motivate staff. In-depth knowledge of local attractions, dining, events, and activities. Exceptional communication and interpersonal skills, with the ability to handle high-pressure situations and guest requests.

Proficiency in English; additional languages are a plus. Ability to work flexible hours, including nights, weekends, and holidays. Familiarity with hotel property management systems (PMS) and concierge systems is preferred.