Pre-Arrival Coordinator - Waldorf Astoria Orlando

Job Number

Pre-Arrival Coordinator - Waldorf Astoria Orlando (HOT0C90I)

Waldorf Astoria Orlando – 14200 Bonnet Creek Resort Lane, Orlando, FL 32821

As a Pre-Arrival Coordinator, ensure that all guests are confirmed and specific accommodations are pre‑assigned, and all requests for special accommodations are met daily. Answer and dispatch telephone calls. Maintain call logs and ensure guest satisfaction through follow‑up calls. Resolve guest challenges throughout their stay and provide prompt and courteous service to meet the company’s high standards.

• Respond to guest inquiries and requests and resolve issues via telephone in a timely, friendly and efficient manner.
• Provide information and demonstrate knowledge of all hotel facilities and services.
• Respond to emergencies and document and relay comprehensive, accurate information to proper parties in emergency situations.
• Accept and deliver all messages promptly and accurately, utilizing proper grammar and spelling.
• Operate office equipment including, but not limited to, computers, PBX system, fax machine, e‑mail, etc.
• Monitor and reply to all pre‑arrival questions and requests in third‑party systems and create traces, emails, or other forms of communication to ensure proper execution.
• Assist all reservations in the room PMS system.
• Pre‑assign rooms to incoming reservations to ensure room type availability and to open opportunities for upsells.

We look for the following core values:

• Hospitality – passionate about delivering exceptional guest experiences.
• Integrity – doing the right thing all the time.
• Leadership – leading in our industry and communities.
• Teamwork – collaborating with everyone.
• Ownership – taking responsibility for our actions and decisions.
• Now – operating with urgency and discipline.

We also seek these key attributes:

• Quality
• Productivity
• Customer focus

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.

Hilton supports the mental and physical wellbeing of all team members with innovative programs and benefits such as:

• Daily Pay: access to pay when you need it.
• 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: access to a wide variety of educational credentials through our partnership with Guild Education.
• 401(k) plan and company match to help save for retirement.
• Hilton Shares: employee stock purchase program (ESPP) – 15 % discount.
• Career growth and development.
• Team member resource groups.
• Recognition and rewards programs.

* Available benefits may vary depending on property‑specific terms and conditions of employment.

Full‑time. Various, full flexibility required to include weekends and holidays.

Waldorf Astoria Hotels & Resorts.

Guest Services, Operations, and Front Office.