Lead Rooms Experience Manager - Waldorf Astoria New York

Hilton•New York, NY

24d•$85,000 - $95,000

About The Position

After undergoing a transformative restoration, Waldorf Astoria New York is set to reignite its magnetic allure. Waldorf Astoria New York is seeking a Lead 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. The Lead Rooms Experience Manager will oversee the daily operations of the hotel’s reservations process, with a focus on delivering exceptional guest service and supporting the hotel’s financial goals. Leading a team responsible for managing group reservations, room inventory, cut-off dates, and occupancy. This role will include regular audits of the team’s performance, ensuring that all reservations calls meet quality expectations and the hotel’s operational procedures. The Lead Rooms Experience Manager will also develop forecasts, report performance, and ensure all reservations processes are streamlined, efficient, and reflective of the hotel's luxury standards. By leading this team, the Lead Rooms Experience Manager will contribute to the hotel’s efforts in achieving Forbes 5-Star recognition through consistent delivery of excellence in guest service, effective management of team performance, and adherence to the highest standards. What will I be doing? As a Lead Rooms Experience Manager , you would be responsible for overseeing the reservations process and team operations, ensuring exceptional guest service and adherence to Forbes 5-Star standards while driving financial profitability. Manage daily reservations processes and operations, including room inventory, group rooming lists and blocks, cut-off dates, restrictions, occupancy, selling guest rooms, systems management, budgeting, forecasting, and policy implementation. Conduct regular audits of reservation calls to ensure all team members meet Forbes 5-Star service standards. Manage and communicate information regarding hotel occupancy, promotions, special reservation procedures, operational issues, and special events. Serve as the primary liaison with reservations teams company-wide to ensure consistency in processes and guest experience. Monitor and develop team member performance, including supervision, scheduling, coaching, evaluations, professional development, and recognition programs. Recruit, interview, and train team members to maintain a high-performing reservations team. Prepare and analyze reports, including OAR and Master Monthly, to inform decision-making and optimize reservations performance. Develop and revise forecasts to ensure accuracy in reservations planning and revenue management. The rate of pay for this role is $85,000 - $95,000 and is based on applicable and specialized experience. EOE/AA/Disabled/Veterans What are we looking for? We are seeking a highly skilled and motivated Lead Rooms Experience Manager who is committed to delivering exceptional service and fostering a collaborative, high-performance team. This role requires a candidate with strong leadership capabilities, an in-depth understanding of operational efficiency, and a passion for delivering seamless, guest-centered experiences. The ideal candidate will have a proven track record of managing large teams, excellent communication skills, and the ability to anticipate and address client needs with professionalism and finesse. We are looking for someone who thrives in a fast-paced environment, is dedicated to continuous improvement, and possesses a genuine desire to elevate the guest experience by setting the standard for excellence in service.

Requirements

A minimum of 3-5 years in a managerial or supervisory role within a hospitality or service-driven environment, demonstrating the ability to lead and motivate a diverse team.
Strong verbal and written communication abilities, with a focus on maintaining clarity, professionalism, and a positive tone in all interactions with guests and team members.
Comprehensive understanding of high-end service standards, team coordination, and efficient operational procedures in a fast-paced, high-pressure environment.
Strong critical thinking and troubleshooting skills to swiftly resolve guest concerns or operational challenges while maintaining a calm and composed demeanor.
A genuine passion for delivering outstanding guest experiences, anticipating their needs, and creating memorable moments that exceed expectations.

Nice To Haves

A degree in hospitality management, business, or a related field is preferred, along with any certifications in service excellence or team management.

Responsibilities

Manage daily reservations processes and operations, including room inventory, group rooming lists and blocks, cut-off dates, restrictions, occupancy, selling guest rooms, systems management, budgeting, forecasting, and policy implementation.
Conduct regular audits of reservation calls to ensure all team members meet Forbes 5-Star service standards.
Manage and communicate information regarding hotel occupancy, promotions, special reservation procedures, operational issues, and special events.
Serve as the primary liaison with reservations teams company-wide to ensure consistency in processes and guest experience.
Monitor and develop team member performance, including supervision, scheduling, coaching, evaluations, professional development, and recognition programs.
Recruit, interview, and train team members to maintain a high-performing reservations team.
Prepare and analyze reports, including OAR and Master Monthly, to inform decision-making and optimize reservations performance.
Develop and revise forecasts to ensure accuracy in reservations planning and revenue management.

Benefits

Access to pay when you need it through DailyPay
Medical Insurance Coverage – for you and your family
Mental health resources including Employee Assistance Program
Best-in-Class Paid Time Off (PTO)
Go Hilton travel program: 100 nights of discounted travel
Parental leave to support new parents
Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications
401K plan and company match to help save for your retirement
Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
Career growth and development
Team Member Resource Groups
Recognition and rewards programs