Guest Experience Manager

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, YouTube

What will I be doing?

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
• https://jobs.hilton.com/apac/en/job/HOT0CC7D/Guest-Experience-Manager-Waldorf-Astoria-Park-City