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Hilton Guest Relations Manager - Waldorf Astoria Washington DC in Washington, District Of Columbia

Forge your legacy by joining the newest and highly anticipated Waldorf Astoria hotel, located at the epicenter of D.C. on Pennsylvania Avenue, as the Guest Relations Manager!

The iconic Old Post Office has been reimagined as Waldorf Astoria Washington DC – reclaiming its position as one of Washington, D.C.’s preeminent addresses where all are welcome. With 263 rooms, 38,000 square feet of event space, and 2 restaurants plus 3 bars, this isthe new home for Washington, D.C.’s most consequential events, groundbreaking meetings, and unforgettable experiences.

The Guest Relations Manager adminsiters and supervises the hotel's VIP experience, in order to maintain the highest level of courteous, professional, and efficient service to guests. Helps analyze customer feedback to continuously improve overall ratings. Responds to and anticipates guest needs and anticipates the unstated ones. Acts as an ambassador of the hotle by providing special assistance and information about local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction.

What will I be doing?

As Guest Relations Manager, you will:

  • Oversee the Pre-arrival experience and VIP guest processes, to include but not limited to, identifying VIPs, managing pre-arrival experiences, responding to and resolving guest challenges, handling and celebrating special requests and needs, responding to and sharing guest feedback.
  • Be the primary contact for VIP needs throughout guest stay and post departure follow up.
  • Use creative management skills and discretion to solve guest problems, coordinate communication between guests and Team Members, and ensure proper follow up. Maintian and distribute knowledge of all hotel services and local activities to accurately respond to inquiries. Collaborate with other hotel departments as needed to ensure a consistent high level of service is provided to all guests.
  • Establish and maintain all guest experience programs as per the standard of Conrad Brand, Third party luxury programs, and best practices. Enhance the overall experiences offered through guest loyalty programs and property-specific initiatives.
  • Answers telephone calls and inputs messages into the computer.

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 (http://jobs.hiltonworldwide.com/our-brands/index.php) . 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!

Job: Guest Services, Operations, and Front Office

Title: Guest Relations Manager - Waldorf Astoria Washington DC

Location: null

Requisition ID: HOT08E3Q