Guest Experience Manager - Waldorf Astoria Park City

Hilton. For The Stay; England; 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

Guest Experience Manager - Waldorf Astoria Park City

Waldorf Astoria is looking for a Guest Experience Manager to join the Department Team in Park City!

With 150 rooms 4000 square feet of banquet space and 3 food and beverage outlets this award-winning Forbes 4-Star boutique property offers elevated comfort food inspired by mountain regions from around the world. This includes a 3-meal restaurant seasonal pool restaurant and in-room dining.

What will I be doing?

• Oversee the entire Guest Service Front Office PBX and our Concierge operation 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 promotes the hotel brand's loyalty scheme
• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Set departmental objectives work schedules budgets policies and procedures
• Monitor the appearance standards and performance of the Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products services pricing and policies as well as knowledge of the local area and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings and produce minutes
• Manage staff performance issues in compliance with company policies and procedures
• Recruit manage train and develop the Guest Service team
• Comply with hotel security fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments as necessary

What are we looking for?

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 have an award-winning workplace culture ranking #1 World's Best Workplace by Great Place To Work & Fortune. We 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. Hilton offers its eligible team members a comprehensive benefits package including:

• Access to your pay when you need it through DailyPay
• Medical Insurance Coverage for you and your family
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO)
• Go Hilton travel discount program
• Supportive parental leave
• Matching 401(k)
• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
• Debt-free education : Access to a wide variety of educational credentials (ex. college degrees high school completion English-language learning digital literacy professional certificates and more)
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs