Guest Experience Manager - Waldorf Astoria Park

Job Description

Guest Experience Manager – Waldorf Astoria Park City (Job Number: HOT0CC7D)

Waldorf Astoria Park City 2100 Frostwood Blvd Park City 84098

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

With 150 rooms, 4,000 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.

Want to learn more? Hotel Website, Instagram, Facebook, You Tube

As Guest Experience Manager, you will oversee the Guest Service, PBX, and our Concierge Team, which is the main connection between the Guest, the hotel, and the various hotel departments. You will be responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Oversee the entire Guest Service, 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

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
• 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. 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!

• 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:
  
  Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including college degrees and professional certifications
• 401K plan and company match to help save for your retirement
• Hilton Shares:
  Our employee stock purchase program (ESPP) – you can purchase Hilton shares at a 15 percent discount
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs

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