Rooms Experience Manager - Waldorf Astoria New York

Hilton • New York, NY

1d • Onsite

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 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.

Requirements

• 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.
• 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
• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

Responsibilities

• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees