Guest Service Agent - The Waldorf Astoria New York

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.

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.
  
  

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.

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Guest Service Agent, you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Responsibilities

Here's what you'll do during a typical day:

• 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.
  
  

Qualifications

What It Takes to Make the Stay

At Hilton, Our Core Values Define What It Takes To Succeed Here And Guide The Qualities We Look For In Every Team Member

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

About Us

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.

About The Team

How We'll Help You Thrive

Benefits

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what’s next
• Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.