Director of Guest Relations​/Chef Concierge - Waldorf Astoria

Overview

Job Description - Director of Guest Relations / Chef Concierge - Waldorf Astoria New York (HOT0

CAAX)

Director of Guest Relations / Chef Concierge - Waldorf Astoria New York (Job Number: HOT0

CAAX)

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

At Waldorf Astoria, we create unforgettable experiences for our guests, meaningful opportunities for our Team Members, and a positive impact in our community.

After undergoing a transformative restoration, The Waldorf Astoria New York has reignited its magnetic allure. The Waldorf Astoria New York is seeking a Director of Guest Relations/Chef Concierge 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 provides guests the exceptional environment and the personalized attention of True Waldorf Service that creates unforgettable experiences for discerning travelers with 375 rooms (plus 375 residences), 40,000 square feet of event space, holistic spa and wellness programming, and celebrity chef partnership.

Shift: Various – must be available weekdays, weekends, and holidays.

Pay Rate: The annual salary range for this role is $85,000 - $110,000 and is based on applicable and specialized experience and location.

The Director of Guest Relations / Chef Concierge at The Waldorf Astoria New York is responsible for delivering exceptional guest service, ensuring that every guest experience is personalized and memorable. This role requires a deep knowledge of the local area, luxury service standards, and a passion for hospitality.

• Provide personalized service to guests, assisting with reservations, transportation, and local attractions.
• Anticipate guest needs and preferences, offering tailored recommendations.
• Supervise and mentor the concierge team, ensuring consistent service quality.
• Conduct training sessions on local knowledge, service standards, and best practices.
• Maintain an extensive knowledge of New York City’s dining, entertainment, and cultural offerings.
• Build and maintain relationships with local vendors, restaurants, and attractions for exclusive guest access.
• Address guest inquiries and resolve issues promptly and professionally.
• Handle special requests and unique situations with creativity and efficiency.
• Liaise with other departments to ensure seamless guest experiences.
• Prepare and communicate daily briefings for the concierge team regarding special events and VIP guests.
• Manage concierge desk operations, including scheduling and staffing.
• Oversee the concierge budget, reporting on expenses and revenue generation.

Hilton values and demonstration of the following attributes and competencies:

• Hospitality – delivering exceptional guest experiences.
• Integrity – doing the right thing, all the time.
• Leadership – leading in our industry and communities.
• Teamwork – being a team player in all we do.
• Ownership – taking responsibility for actions and decisions.
• Now – operating with urgency and discipline.

Additional key attributes:
Quality, Productivity, Customer Focus.

• Four years experience as a Concierge Manager or similar role in a Forbes 5-star hotel.
• Strong leadership skills with a focus on team development.
• Exceptional communication and interpersonal skills.
• Strong knowledge of New York City and its attractions, events, and dining options.
• Proficiency in concierge software and reservation systems.
• Ability to work flexible hours, including weekends and holidays.

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!

Hilton offers its eligible team members a comprehensive benefits package including:

• Access to your pay when you need it through Daily Pay
• Medical Insurance Coverage – for you and your family
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO)
• Go Hilton travel discount program
• Supportive parental leave
• Matching 401(k)
• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
• Debt-free education:
  Access to a wide variety of educational credentials
• 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.