Guest Experience Leader—Front Office & Concierge

Hilton. For The Stay; Park City (KS); On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

DailyPay

Medical Insurance

Mental Health Resources

Paid Time Off

Go Hilton travel discount program

Parental leave

401(k) matching

ESPP

Job summary

The Waldorf Astoria Park City is seeking a Guest Experience Manager to oversee the Guest Service Front Office, PBX and Concierge operations, maintaining high standards and driving guest satisfaction. You will lead a team, monitor trends, and promote Hilton's loyalty initiatives while maximizing occupancy and up-selling opportunities across hotel services.

Collaborating across departments, you will ensure staff are knowledgeable about products, pricing, and local area, while upholding safety

Responsibilities

• Oversee the Guest Service Front Office, PBX and Concierge operations to maintain high standards
• Evaluate levels of guest satisfaction and monitor trends with a focus on continuous improvement
• Ensure regular and VIP guests are recognized and that the Guest Service department operates with a sales attitude and loyalty program
• Maximize room occupancy at best rates and promote hotel services and facilities
• Set departmental objectives, schedules, budgets, policies and procedures
• Monitor appearance standards and performance of team members with emphasis on training and teamwork
• Maintain knowledge of hotel products, services, pricing and local area; ensure staff are trained on policies and practices
• Communicate effectively with all hotel departments and manage staffing levels
• Conduct monthly meetings and produce minutes; manage staff performance issues per policies
• Recruit, manage, train and develop the Guest Service team
• Comply with security, fire regulations and health and safety legislation
• Act with front of house equipment and property management systems in mind
• Assist other departments as necessary

Job description

The Waldorf Astoria Park City is seeking a Guest Experience Manager to oversee the Guest Service Front Office, PBX and Concierge operations, maintaining high standards and driving guest satisfaction. You will lead a team, monitor trends, and promote Hilton's loyalty initiatives while maximizing occupancy and up-selling opportunities across hotel services.

Collaborating across departments, you will ensure staff are knowledgeable about products, pricing, and local area, while upholding safety