Guest Service Agent - Waldorf Astoria

Overview

Job Description - Guest Service Agent - Waldorf Astoria New York (HOT0CA5C)

Guest Services Agent is responsible for warmly welcoming, registering, and checking out guests, exemplifying the highest standards of luxury service and contributing to the hotel's ongoing success in achieving Forbes 5-star standards. The role involves anticipating guest needs, personalizing service, and creating moments of surprise and delight that exceed expectations, ensuring the utmost satisfaction for each guest.

The Waldorf Astoria - New York, 301 Park Avenue, New York 10022

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.

As a Guest Services Agent, you will be at the forefront of delivering exceptional, personalized guest experiences. You will play a pivotal role in creating lasting impressions while ensuring seamless check-in and check-out processes, all in line with our commitment to Forbes 5-star service standards. Specifically, you will be responsible for the following tasks, executed to the highest standards of luxury hospitality:

• Warmly greet and register guests, verify guest information, confirm room rates, offer room selections, code electronic keys, and present a curated welcome packet. 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 knowledge of hotel services, including room categories, rates, packages, promotions, and local attractions. Answer guest inquiries with professionalism and ensure guests are 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 care and urgency, resolving issues with 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 Forbes 5-star status by upholding the highest standards of excellence, anticipating guest needs, and delivering service that consistently exceeds expectations.

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…