Director of Guest Relations / Chef Concierge - Waldorf Astoria New York

Hilton•New York, NY

27d•$85,000 - $110,000•Onsite

About The Position

At Waldorf Astoria, we create unforgettable experiences for our guests, meaningful opportunities for our Team Members, and a positive impact in our community. After undergoing a transformative restoration, The Waldorf Astoria New York has reignited its magnetic allure. The Waldorf Astoria New York is seeking a Director of Guest Relations/Chef Concierge 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 provides guests the exceptional environment and the personalized attention of True Waldorf Service that creates unforgettable experiences for discerning travelers with 375 rooms (plus 375 residences), 40,000 square feet of event space, holistic spa and wellness programming, and celebrity chef partnership. In landmark destinations around the world, Waldorf Astoria Hotels & Resorts reflect the culture and history of their extraordinary locations. The Director of Guest Relations / Chef Concierge at The Waldorf Astoria New York is responsible for delivering exceptional guest service, ensuring that every guest experience is personalized and memorable. This role requires a deep knowledge of the local area, luxury service standards, and a passion for hospitality.

Requirements

Four years experience as a Concierge Manager or similar role in a Forbes 5-star hotel
Strong leadership skills with a focus on team development.
Exceptional communication and interpersonal skills.
Strong Knowledge of New York City and its attractions, events, and dining options.
Proficiency in concierge software and reservation systems.
Ability to work flexible hours, including weekends and holidays.

Responsibilities

Greets customers, personalizes and customizes guest stays, and responds to inquiries with accurate information regarding hours of outlet operation, hotel services, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc.
Makes arrangements for these services as needed by guests.
Manages department budget, including approval of payroll.
Trains, supervises, schedules and assists in evaluating staff.
Provide personalized service to guests, assisting with reservations, transportation, and local attractions.
Anticipate guest needs and preferences, offering tailored recommendations.
Supervise and mentor the concierge team, ensuring consistent service quality.
Conduct training sessions on local knowledge, service standards, and best practices.
Maintain an extensive knowledge of New York City’s dining, entertainment, and cultural offerings.
Build and maintain relationships with local vendors, restaurants, and attractions for exclusive guest access.
Address guest inquiries and resolve issues promptly and professionally.
Handle special requests and unique situations with creativity and efficiency.
Liaise with other departments to ensure seamless guest experiences.
Prepare and communicate daily briefings for the concierge team regarding special events and VIP guests.
Manage concierge desk operations, including scheduling and staffing
Oversee the concierge budget, reporting on expenses and revenue generation.

Benefits

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