Guest Services Manager (Front Desk)

A Front Office Manager with Waldorf Astoria Hotels and Resorts is responsible for managing the Front Office Operations.  Insures profitability, control costs and quality standards to ensure total guest satisfaction.  Oversees Front Office systems, supplies, inventory and scheduling.  Works closely with the Front Office team on maximizing upsell revenues, forecasting, inspire and motivate team to meet goals.  Interviews, trains, supervises, counsels and evaluates staff.  Provide leadership and guidance to the Front Office staff ensuring consistent quality service is provided.  Maintain and monitor SALT/GA/HHONOR Enrollment/Team Member survey goals and action items.
 
Supportive Functions:
 
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Escorts guests to accommodations, visually inspect and call in room deficiencies to the appropriate department. Point out room features and directory for reference.
• Retrieves and inputs data from a computer terminal on an accurate, error-free manner.
• Promptly answers the telephone, speaking clear English and utilizing guests' last name. Listens and    ascertains correct room number, name, number of bags, and method of transportation.
• Assists guests by calling Laundry/Valet orders for pickup.
• Retrieves Lost and Found items when called by Security or the Assistant Manager.
• Delivers and retrieves carts to the Engineering Department.
• Assists in relieving the Doorperson when needed.
• Performs cleaning duties of the Bell Desk and Checkrooms, in regard to trash or other objects.
• Handles guest relocations as required.
• Prepares daily forecast of expected arrivals and departures. Frequently serves in role as Manager On Duty. 
• Performs other duties and responsibilities as assigned or required.

 
 
What will it be like to work for this Hilton Worldwide Brand?

What began with the world's most iconic hotel is now the world's most iconic portfolio of hotels. In exceptional destinations around the globe, Waldorf Astoria Hotels & Resorts reflect the culture and history of their extraordinary locations, as well as the rich legacy of Waldorf Astoria. Simply stated, Waldorf Astoria embodies timeless elegance.

We are bringing that legacy to life every day, with fresh, modern expressions of the essence of Waldorf Astoria. We are providing guests the exceptional environments and the personalized attention that are the source of those unforgettable moments that create a singular experience.

Waldorf Astoria Hotels & Resorts is one of Hilton Worldwide's ten market-leading brands. For more information visit www.hiltonworldwide.com.

If you understand the value of providing guests with an exceptional environment and personalized attention, you may be just the person we are looking for to work as a Team Member with Waldorf Astoria Hotels & Resorts.
 

What are we looking for?

EDUCATION

High School Diploma required

College graduate or equivalent preferred.

 

EXPERIENCE

1 year of hospitality experience required, preferably in a high volume luxury hotel environment

1 year of management or supervisory experience preferred.

Schedule flexibility, able to work nights, weekends, graveyard shift.

Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide 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:

 

H Hospitality - We're passionate about delivering exceptional guest experiences.

I Integrity - We do the right thing, all the time.

L Leadership - We're leaders in our industry and in our communities.

T Teamwork - We're team players in everything we do.

O Ownership - We're the owners of our actions and decisions.

N Now - We operate with a sense of urgency and discipline

 

In addition, we look for the demonstration of the following key attributes in our Team Members:

• Living the Values

• Quality

• Productivity

• Dependability

• Customer Focus

• Teamwork

• Adaptability

What benefits will I receive?

Your benefits will include a competitive starting salary and, depending upon eligibility, a vacation or Paid Time Off (PTO) benefit. You will instantly have access to our unique benefits such as the Team Member and Family Travel Program, which provides reduced hotel room rates at many of our hotels for you and your family, plus discounts on products and services offered by Hilton Worldwide and its partners. After 90 days you may enroll in Hilton Worldwide's Health & Welfare benefit plans, depending on eligibility. Hilton Worldwide also offers eligible team members a 401K Savings Plan, as well as Employee Assistance and Educational Assistance Programs. We look forward to reviewing with you the specific benefits you would receive as a Hilton Worldwide Team Member.

 

The above information is provided as a highlight of the major benefits offered to most full-time team members in the United States. All benefits listed may not be offered at all locations. This is not a summary plan description or official plan document.

EOE/AA

EOE/AA/Disabled/Veterans