Lead Pre-Arrival Manager - Waldorf Astoria

Overview

After undergoing a transformative restoration, Waldorf Astoria New York is set to reignite its magnetic allure. Waldorf Astoria New York is seeking a Lead Pre-Arrival Manager 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.

• Lead the daily operations of the hotel’s reservations process, focusing on exceptional guest service and supporting financial goals; oversee reservations for group reservations, room inventory, cut-off dates, occupancy; conduct regular audits of performance to meet quality expectations and procedures; develop forecasts, report performance, ensure reservations processes are streamlined and reflect luxury standards; contribute to Forbes 5-Star recognition through excellence in service and performance.
• Manage daily reservations processes and operations including room inventory, group rooming lists and blocks, cut-off dates, restrictions, occupancy, selling guest rooms, systems management, budgeting, forecasting, and policy implementation.
• Conduct regular audits of reservation calls to ensure Forbes 5-Star service standards.
• Communicate occupancy, promotions, procedures, issues, and events to stakeholders; serve as primary liaison with reservations teams company-wide for consistency.
• Monitor and develop team performance: supervision, scheduling, coaching, evaluations, professional development, and recognition programs.
• Recruit, interview, and train team members to maintain a high-performing reservations team.
• Prepare and analyze reports (e.g., OAR and Master Monthly) to inform decisions and optimize reservations performance; develop and revise forecasts for accuracy in planning and revenue management.

• Minimum of 18 months in a lead or supervisory role in front office, reservations, or revenue.
• Strong verbal and written communication; professional and positive guest and team interactions.
• Comprehensive understanding of high-end service standards, team coordination, and efficient operations in a fast-paced environment.
• Strong critical thinking and troubleshooting to resolve guest concerns while remaining calm.
• Passion for delivering outstanding guest experiences, anticipating needs, and creating memorable moments.
• Degree in hospitality management, business, or related field preferred; certifications in service excellence or team management.

• Hotel values:
  Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
• Attributes:
  Quality, Productivity, Dependability, Customer Focus, Adaptability.

The rate of pay for this role is $85,000 - $95,000 and is based on applicable and specialized experience.

Hilton is a leading global hospitality company with brands worldwide. Our vision is to fill the earth with the light and warmth of hospitality.

• Access to pay when you need it through Daily Pay
• Medical insurance coverage for you and your family
• Mental health resources including Employee Assistance Program
• Best-in-Class Paid Time Off (PTO)
• Go Hilton travel program: 100 nights of discounted travel
• Parental leave to support new parents
• Debt-Free Education through Guild Education
• 401K plan with company match
• Hilton Shares ESPP at 15% discount
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs

* Available benefits may vary by property.

Job: Call Center and Reservations

Title: Lead Pre-Arrival Manager - Waldorf Astoria New York

Location: null

Requisition :

EOE/AA/Disabled/Veterans