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July 20, 2012updated Dec 20, 2023

Raising the Bar: True Waldorf Service at Waldorf Astoria Hotels & Resorts

By Pardhasaradhi Gonuguntla

Waldorf Astoria ChicagoChicago, USA – Reported by Elite Traveler, the private jet lifestyle magazine

Waldorf Astoria Hotels & Resorts has announced a new initiative, ‘True Waldorf Service’, formally launching across properties this month. Under this service initiative, a personal concierge is assigned to each qualified guest and acts as their primary contact, before, during and after a stay.

From greeting guests upon arrival and assisting with personal dining preferences, to arranging transportation and special occasion details the personal concierge staff and True Waldorf Service initiative promises to cater for a range of singular needs.

“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.”

True Waldorf Service takes a three-pronged approach:

* True Waldorf Service Welcome – Before they arrive, guests receive a personalized email connecting them to their personal concierge, offering to pre-arrange 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 offers guests a VIP experience, starting with being escorted directly to accommodations, bypassing the typical check-in process. The personal concierge is the guest’s primary point of contact and communicates with the full staff to deliver personalized service. Guests also have 24-hour access to local experts.

* True Waldorf Service Invitation to Return – The Invitation to Return includes packing services, boxed lunches, home luggage delivery, transportation arrangements and expedited checkout, all arranged through the personal concierge. Guests receive a souvenir departure gift and a follow-up thank you note.

“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.”

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