Rooms Experience Manager - Waldorf Astoria New York

Job description

After undergoing a transformative restoration,  Waldorf Astoria New York   is set to reignite its magnetic allure.  Waldorf Astoria New York   is seeking a Rooms Experience Manager   to unveil a new era of luxury which embodies the spirit of New York City.

With a fresh, modern expression of its rich, authentic legacy, Waldorf Astoria New York provides guests the exceptional environment and the personalized attention of True Waldorf Service that creates unforgettable experiences for discerning travelers with 375 rooms, 375 Private Residences, 40,000 square feet of event space, holistic spa and wellness programming, and a celebrity chef partnership. In landmark destinations around the world, Waldorf Astoria Hotels & Resorts reflect the culture and history of their extraordinary locations. 

As a Rooms Experience Manager, you will be responsible for managing and coordinating guest reservations with the utmost attention to detail, ensuring a smooth and efficient booking process. Your role is essential in delivering exceptional service by accurately processing reservations, addressing guest inquiries, and offering personalized recommendations to enhance their stay. You will engage with guests in a professional and welcoming manner, setting the tone for their experience at the hotel. Your ability to anticipate guest needs, handle special requests, and resolve any issues promptly will contribute to the hotel’s goal of achieving Forbes 5-Stars. Your meticulous attention to detail and dedication to providing seamless service will play a key role in upholding the hotel’s reputation for exceptional hospitality and luxury service.

What will I be doing?

As a Rooms Experience Manager, you would be responsible for performing the following tasks to the highest standards:

·  Accurately handle bookings via phone, email, and online platforms, ensuring all details are correct and confirmed.
·  Provide detailed information on availability, rates, services, and room preferences, while addressing special guest requests.
·  Communicate guest preferences and reservation details with the front desk, housekeeping, and other teams to ensure a seamless experience.
·  Send confirmation details to guests and update reservation systems to reflect any changes or special requirements.
·  Manage booking alterations, cancellations, and no-shows in line with hotel policies, ensuring smooth handling of changes.
·  Promote amenities, packages, and special offers to enhance guest experiences and encourage additional bookings.
·  Provide outstanding customer service by addressing concerns, maintaining professionalism, and ensuring a positive, memorable guest experience.

The rate of pay for this role is $37.50 - $38.46 and is based on applicable and specialized experience.

What are we looking for?
We are seeking a detail-oriented and customer-focused Rooms Experience Manager who will play a key role in ensuring a seamless and exceptional guest experience. In this role, you will be responsible for managing reservations with precision and professionalism, anticipating the needs of each guest, and providing personalized service that aligns with the company’s commitment to excellence. The ideal candidate will possess a strong understanding of hospitality, a calm and confident demeanor, and the ability to handle high volumes of reservations efficiently while maintaining a warm and welcoming attitude. You will be the first point of contact for guests, setting the tone for their experience, and your attention to detail and ability to manage multiple tasks will contribute to creating an unforgettable stay. Your dedication to service, along with your refined communication skills, will ensure that every guest feels valued and that their expectations are exceeded.

The ideal candidate will possess the following qualifications:

·  A minimum of 1-2 years in a customer service or hospitality role.
·  Excellent verbal and written communication, with a professional, friendly demeanor when interacting with guests.
·  Ability to accurately process reservations, manage special requests, and stay organized in a fast-paced environment.
·  Strong ability to resolve guest concerns quickly and handle multiple tasks simultaneously with professionalism and efficiency.
·  Ability to work well with other departments and a dedication to providing exceptional, personalized guest service.

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

·  Hospitality - We're passionate about delivering exceptional guest experiences.
·  Integrity - We do the right thing, all the time.
·  Leadership - We're leaders in our industry and in our communities.
·  Teamwork - We're team players in everything we do.
·  Ownership - We're the owners of our actions and decisions.
·  Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

·  Quality
·  Productivity
·  Dependability
·  Customer Focus
·  Adaptability

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!

The Benefits  – Hilton is proud to have an award-winning workplace culture ranking  #1 World's Best Workplace by Great Place To Work & Fortune   We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

·  Access to your pay when you need it through DailyPay
·  Medical Insurance Coverage –  for you and your family  
·  Mental Health Resources
·  Best-in-Class Paid Time Off (PTO)
·  Go Hilton travel discount program
·  Supportive parental leave
·  Matching 401(k)
·  Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
·  Debt-free education : Access to a wide variety of educational credentials  (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
·  Career growth and development 
·  Team Member Resource Groups
·  Recognition and rewards programs

 * Available benefits may vary depending upon property-specific terms and conditions of employment.