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Guest Service Agent - Waldorf Astoria New York
Waldorf Astoria New York
Deliver luxury front desk service, check-in/out guests, personalize experiences, uphold 5‑star.
3d ago
$30 - $40
Junior (1-3 years), Experienced (8-12 years), Expert & Leadership (13+ years), Intermediate (4-7 years)
Full Time
New York, NY
Onsite
Company Size
1,500 Employees
Service Specialisms
Luxury Hospitality
Hotel Management
Event Planning
Catering Services
Spa Services
Concierge Services
Wedding Planning
Travel and Tour Services
Sector Specialisms
Hospitality
Luxury Real Estate
Culinary Services
Wellness and Spa
Event Hosting
Residential Amenities
Role
What you would be doing
message management
upselling
complaint handling
request response
guest registration
check-out processing
- Effectively manage guest messages, ensuring timely delivery and responsiveness to guest communications.
- Utilize up-selling techniques to elevate the guest experience, promoting exclusive hotel services and amenities to enhance each guest's stay and drive revenue.
- Handle guest complaints with tact and professionalism, conducting research, offering solutions, and negotiating resolutions that leave guests feeling valued and heard.
- 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.
- Engage with guests by name, fostering a warm and personalized connection that creates a sense of belonging and elevates their overall experience.
- 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.
What you bring
communication
detail oriented
interpersonal
guest service
5-star
front desk
- Confident and professional communication skills, ensuring clarity and positive interactions with both guests and team members.
- The ability to maintain composure and deliver impeccable service under pressure, ensuring all guest needs are met smoothly.
- A keen eye for detail, ensuring that every guest experience is flawless and nothing goes unnoticed.
- An exceptional personality with a genuine passion for hospitality and the ability to engage guests warmly and naturally.
- Strong interpersonal skills to connect with a diverse range of people, building rapport and making every guest feel valued.
- 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.
- Experience in a Forbes 5-star property is preferred, demonstrating familiarity with the elevated service standards we strive for.
- Previous hotel or front desk experience preferred, though a passion for delivering exceptional guest service is the top priority.
- Ability to work flexible hours, including nights, weekends, and holidays as needed.
- Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
- Mental health resources including Employee Assistance Program
- 401K plan and company match to help save for your retirement
- Parental leave to support new parents
- Medical Insurance Coverage – for you and your family
- Career growth and development
- Recognition and rewards programs
- Best-in-Class Paid Time Off (PTO)
- Access to pay when you need it through DailyPay
- Go Hilton travel program: 100 nights of discounted travel
- 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*
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Interview process
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Company
Overview
47-story hotel
Historic Structure
The hotel is one of the tallest and largest in the world, showcasing iconic architecture.
$2 billion restoration
Extensive Renovation
A major renovation transformed the property into a modern luxury destination.
1981 launch
Historical Milestone
Hosted significant events including the IBM PC launch and the first Met Gala.
43,000 sq ft
Event Space
Features expansive event spaces for hosting large gatherings and meetings.
- The hotel was built in 1931 at 301 Park Avenue, claiming the title of the world’s largest and tallest hotel.
- Originally two rival hotels from the 1890s merged to become an icon of hospitality and innovation.
- Known for culinary inventions like Eggs Benedict, Waldorf Salad, and Lobster Newburg, and for pioneering in‑room dining.
- Hosted legendary events such as the first Met Gala, the IBM PC launch, film shoots, and rock hall ceremonies.
- Exceptional service is at the heart of our culture.
- We create unforgettable experiences with personal touches, combining timeless elegance and modern luxury.
- Guest satisfaction is the foundation of everything we do.
- We foster a culture of warmth, hospitality, and care for our guests and colleagues alike.
Net Zero by 2050
Carbon Emission Goal
The goal is to achieve net zero carbon emissions, marking a significant commitment to combating climate change.
- Energy-efficient systems have been implemented to reduce carbon footprint.
- Smart technologies are used to reduce water consumption.
- A sustainable waste management program has been introduced, significantly decreasing waste sent to landfills.
- Sustainable sourcing of food and materials is prioritized, with an emphasis on locally sourced products.
- Promotes a diverse and inclusive work environment.
- Has a gender-balanced workforce and promotes equal opportunity across all employment levels.
- Committed to fostering an inclusive workplace where all employees can thrive regardless of background or identity.
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