Guest Service Agent - The Waldorf Astoria New York

Hilton • New York, NY

13h • $31 - $41 • Onsite

About The Position

Waldorf Astoria New York is seeking a Guest Service Agent to deliver personalized luxury service at its Forbes 5-Star hotel. The agent is a first point of contact for guests, welcoming them, anticipating their needs, and helping create memorable stays while upholding the hotel’s elevated service standards. The role combines traditional front desk duties with proactive guest engagement and personalized assistance.

This is a Local 6 union position requiring complete open availability. Schedule restrictions cannot be accommodated, and full-time hours are not guaranteed. Hours and schedules are based on seniority and business needs, may be minimal while seniority is being established, and can vary from week to week. Flexible availability may include nights, weekends, and holidays.

Requirements

• Exceptional personality and genuine passion for hospitality, with the ability to engage guests warmly and naturally.
• Commitment to outstanding guest service, anticipating and exceeding guest expectations.
• Strong interpersonal skills and ability to build rapport with diverse people.
• Confident, professional communication skills with guests and team members.
• Proactive team player who supports colleagues and contributes to a collaborative work environment.
• Ability to remain composed and deliver excellent service under pressure.
• Strong desire to learn, grow, and adapt in luxury hospitality.
• Keen attention to detail.
• Ability to work flexible hours, including nights, weekends, and holidays as needed; the union position requires complete open availability and does not accommodate schedule restrictions.
• Comfort with schedules and hours that may vary from week to week; full-time hours are not guaranteed.

Nice To Haves

• Previous hotel or front desk experience.
• Experience at a Forbes 5-Star property.
• Ability to speak multiple languages.

Responsibilities

• Warmly greet and register guests, verify guest information, confirm room rates, offer room selections, code electronic keys, provide a welcome packet, and explain how to reach their rooms or arrange bell-person assistance.
• Anticipate guest needs during check-out and accurately process services and charges, including payments, credit and debit transactions, gift certificates, and foreign currency conversions.
• Maintain knowledge of hotel services, room categories, rates, packages, promotions, and local attractions, and answer guest inquiries professionally.
• Use up-selling techniques to promote hotel services and amenities, enhancing guest stays and driving revenue.
• Respond to guest requests promptly and with care, resolving issues courteously and efficiently.
• Handle guest complaints tactfully and professionally by researching concerns, offering solutions, and negotiating resolutions.
• Manage guest messages and ensure timely delivery and responses.
• Address guests by name and foster warm, personalized connections.
• Uphold high standards of excellence, anticipate guest needs, and provide service that supports the hotel’s goal of Forbes 5-Star status.

Benefits

• 110 nights of discounted travel through the Go Hilton program, with room rates as low as $40 per night.
• Employee stock purchase program offering Hilton shares at a 15% discount.
• Paid parental leave for eligible Team Members, including partners and adoptive parents.
• Caregiving concierge services.
• Crisis Concierge support.
• Free counseling and support through the Employee Assistance Program for eligible Team Members.
• Paid time off.
• Health and welfare plans, including medical, dental, and vision coverage.
• Retirement plans.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed