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 Guest Service Agent 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. 

A  Guest Services Agent is responsible for warmly welcoming, registering, and checking out guests, all while exemplifying the highest standards of luxury service and contributing to the hotel's ongoing success in achieving Forbes 5-star standards. The role involves anticipating guest needs, personalizing service, and creating moments of surprise and delight that exceed expectations, ensuring the utmost satisfaction for each guest.

What will I be doing?

As a Guest Services Agent , you will be at the forefront of delivering exceptional, personalized guest experiences. You will play a pivotal role in creating lasting impressions while ensuring seamless check-in and check-out processes, all in line with our commitment to Forbes 5-star service standards. Specifically, you will be responsible for the following tasks, executed to the highest standards of luxury hospitality:

• Warmly greet and expertly register guests, ensuring all registration processes are executed flawlessly, including verifying guest information, confirming room rates, offering room selections, coding electronic keys, and presenting a curated welcome packet. You will also ensure guests are familiar with the location of their rooms or arrange for a bell person to assist.
• Anticipate guest needs and provide personalized assistance during check-out, ensuring all services and charges are accurately processed. This includes handling payments, credit and debit transactions, processing gift certificates, and converting foreign currency.
• Demonstrate comprehensive knowledge of hotel services, including room categories, rates, packages, promotions, and local area attractions. Answer guest inquiries with professionalism and ensure guests are fully informed about the hotel’s offerings.
• Utilize up-selling techniques to elevate the guest experience, promoting exclusive hotel services and amenities to enhance each guest's stay and drive revenue.
• Respond proactively to guest requests with a genuine sense of care and urgency, resolving any issues with the highest level of courtesy, efficiency, and hospitality.
• Handle guest complaints with tact and professionalism, conducting research, offering solutions, and negotiating resolutions that leave guests feeling valued and heard.
• Effectively manage guest messages, ensuring timely delivery and responsiveness to guest communications.
• Engage with guests by name, fostering a warm and personalized connection that creates a sense of belonging and elevates their overall experience.

You will be a vital part of our luxury service team, contributing to the achievement of our goal of Forbes 5-star status by upholding the highest standards of excellence, anticipating guest needs, and delivering service that consistently exceeds expectations.

Classification:  Full-Time 

Shift: Various – must be available to Overnights, Weekdays, Weekends, and Holidays.

Pay Rate:  The pay rate for this role is $30.2333 - $40.3111 and is based on applicable and specialized experience 

Union Position: This position is part of the Local 6 Union which requires  complete open availability . We are not able to accommodate schedule restrictions and full-time hours are not guaranteed. Hours and schedule are based on seniority and business needs and may be minimal at times until seniority is established.  You must be comfortable with a schedule and hours that may vary from week to week.

What are we looking for?

We are looking for a Guest Services Agent who is committed to upholding the elevated standards of service expected at our Forbes 5-Star hotel. This role involves not only performing traditional front desk duties but also proactively engaging with guests to deliver a highly personalized and memorable experience. You will be the first point of contact for guests, creating a warm welcome, anticipating their needs, and ensuring their stay exceeds expectations. By using your unique ability to connect with each guest, you will play a key role in creating surprise and delight moments that align with our commitment to luxury service.

The ideal candidate will possess the following qualifications:

• An exceptional personality with a genuine passion for hospitality and the ability to engage guests warmly and naturally.
• A commitment to delivering outstanding guest service, consistently anticipating and exceeding guest expectations to create memorable experiences.
• Strong interpersonal skills to connect with a diverse range of people, building rapport and making every guest feel valued.
• Confident and professional communication skills, ensuring clarity and positive interactions with both guests and team members.
• A proactive team player who supports colleagues and contributes to a harmonious and collaborative work environment.
• The ability to maintain composure and deliver impeccable service under pressure, ensuring all guest needs are met smoothly.
• Previous hotel or front desk experience preferred, though a passion for delivering exceptional guest service is the top priority.
• Experience in a Forbes 5-star property is preferred, demonstrating familiarity with the elevated service standards we strive for.
• A strong desire to learn, grow, and adapt in the luxury hospitality industry, continuously improving skills and expertise.
• A keen eye for detail, ensuring that every guest experience is flawless and nothing goes unnoticed.
• Ability to speak multiple languages would be an asset
• Ability to work flexible hours, including nights, weekends, and holidays as needed.

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 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 such as:

• 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

*Available benefits may vary depending upon the classification and union status of the position.

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