To provide authentic, personalized service from the moment guests book their trip through the time they depart, Waldorf Astoria Hotels & Resorts has announced a new initiative called True Waldorf Service, formally launching across properties this July.
The True Waldorf Service concept is an extension of the legendary personal service principles that were first born at the legendary Waldorf=Astoria property in New York, incorporating staff and guest feedback from the past several years. Under this service initiative, a personal concierge is assigned to each qualified guest and acts as their primary contact, before, during and – an industry first – after a stay, to guarantee every want and request is met.* From greeting guests upon arrival and assisting with personal culinary preferences to arranging transportation and special occasion details or accommodating any other singular needs, the personal concierge staff and True Waldorf Service initiative delivers an exceptional, highly-customized luxury experience.
“In order to create a truly innovative and industry-leading service delivery platform, we took great care to identify and train the right employees within the Waldorf Astoria family to develop our network of personal concierges,” said John Vanderslice, global head of luxury and lifestyle brands, Hilton Worldwide. “We’ve invested more than 150,000 hours of training to make sure this service is worthy of our namesake.”
To deliver a truly bespoke experience, True Waldorf Service takes a three-pronged approach:
- True Waldorf Service Welcome – Before they even arrive, guests receive a personalized email connecting them to their personal concierge and offering the opportunity to pre-arrange services and special requests attuned to their history and personal preferences and in relation to the destination. The personal concierge then welcomes the guest upon arrival.
- True Waldorf Service Experience – Once onsite, the personal concierge ensures guests receive a true VIP experience, starting with being escorted directly to accommodations and bypassing the typical check-in process. While the personal concierge serves as the guest’s primary point contact, he or she is also constantly communicating and coordinating with the full staff to deliver seamless, personalized luxury. Outside of interactions with the personal concierge, guests have 24-hour access to designated representatives with local expertise and an informed understanding of their needs.
- True Waldorf Service Invitation to Return – An industry first, the Invitation to Return enhances the guest’s stay and takes the hassle out of departure travel by offering perks such as packing services, boxed lunches, home luggage delivery, transportation arrangements and expedited checkout, all arranged through the personal concierge. Guests will receive a small departure gift reflective of the local property or culture and a follow-up thank you note after the trip concludes.
“I’ve spent my career working in hospitality and nothing compares to the experience we can deliver through the True Waldorf Service initiative,” said Alex Hershman, Personal Concierge at the Waldorf Astoria Chicago. “If a guest prefers diet soda, the housekeeping staff knows to stock their mini-bar with diet soda. If a guest is celebrating an anniversary or birthday, we know that too, and will deliver an experience fit for them.”
The True Waldorf Service initiative will be deployed across the more-than 20 Waldorf Astoria Hotels & Resorts properties starting in July 2012. The service will be offered to qualified business and leisure travelers.