Personal Concierge - (Pre-opening) Waldorf Astoria Kuala Lumpur

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 provide personalized and attentive service to VIP guests, ensuring their stay is seamless and exceeds expectations. From greeting guests upon arrival to managing their day-to-day requests, you will act as a key point of contact throughout their stay, handling special arrangements, dining reservations, and unique requests. As a Personal Concierge, you’re not just providing VIP guests with exceptional service – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

 

The Personal Concierge / Butler delivers highly personalized, anticipatory service to ensure an exceptional and seamless guest experience throughout each stay. Serving as the primary point of contact for assigned guests, this role is responsible for understanding individual preferences, coordinating bespoke services, and exceeding expectations through attention to detail and discretion.

The position oversees all aspects of the guest journey, including pre-arrival arrangements, in-room experiences, dining reservations, transportation, and special requests, ensuring every interaction reflects the highest standards of luxury hospitality. The Personal Concierge / Butler works closely with all hotel departments to provide efficient, intuitive, and flawless service delivery.

This role requires professionalism, confidentiality, and a deep commitment to excellence, ensuring alignment with brand standards and elevating guest satisfaction, loyalty, and memorable experiences.

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

• Provide highly personalized, anticipatory service to assigned guests throughout their stay
• Serve as the primary point of contact for all guest requests, ensuring seamless communication and follow-through
• Coordinate pre-arrival planning, including guest preferences, special occasions, and personalized itineraries
• Manage all in-room and on-property guest experiences, ensuring comfort, convenience, and luxury standards are consistently met
• Arrange dining reservations, transportation, entertainment, spa services, and bespoke experiences
• Handle guest inquiries, requests, and complaints promptly and professionally, ensuring swift resolution
• Liaise closely with all hotel departments to ensure flawless execution of guest requests and services
• Maintain detailed guest profiles and preference records to support personalized service delivery
• Anticipate guest needs and proactively offer recommendations and enhancements to their stay
• Ensure confidentiality, discretion, and professionalism at all times
• Assist in VIP arrivals, departures, and special amenities coordination
• Monitor service quality and follow up with guests to ensure satisfaction
• Support upselling opportunities by promoting hotel services, experiences, and offerings
• Maintain strong knowledge of local attractions, events, dining, and cultural experiences
• Ensure adherence to luxury brand standards and service protocols
• Participate in shift handovers and maintain accurate logs of guest interactions and requests
• Collaborate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless service delivery

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:

• Previous experience in a personal concierge, butler, personal assistant, or guest service role within a luxury hotel or hospitality environment.
• Exceptional communication and interpersonal skills with a discreet, guest-focused approach
• Strong attention to detail and ability to anticipate guest needs
• Fluent in English; additional languages are a plus
• Proficient in hotel systems and in-room technology
• Professional appearance and ability to handle confidential information
• Effective time management and multitasking skills
• Flexible availability, including nights, weekends, and holidays