Director of Guest Relations

Elegantly restored to its historic grandeur, Washington’s iconic Old Post Office has been reimagined as Waldorf Astoria Washington DC – bringing stunning design and unforgettable experiences to Pennsylvania Avenue.

Inspired by the legacy of the Old Post Office, which embodies a grand vision and limitless potential – and guided by our own iconic history – Waldorf Astoria Washington DC is the new home for Washington D.C.’s most consequential events, groundbreaking meetings, and unforgettable experiences where all are welcome.

The property is currently conducting a selective search for a Director of Guest Relations.  This role manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/ long-stay Guest needs in order to ensure an exceptional Guest experience.

What will I be doing?

As the Director of Guest Relations, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. The Director of Guest Relations is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Meet, greet and direct Guests who enter the lobby area
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
• Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
• Serve as a point of contact for long-stay guests ensuring they feel comfortable and can ask advice or information from Guest Relations
• Manage, record and resolve promptly Guest or customer complaints
• Ensure a very high level of customer service is constantly maintained for Reception and Lobby area
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
• Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
• Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
• Maintain good communication and work relationships in all hotel areas
• Maintain staffing levels to meet business demands
• Attend all Reception meetings and Executive Lounge Meetings
• 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

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. 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.
• https://jobs.hilton.com/apac/en/job/HOT0BJUI/Director-of-Guest-Relations-Waldorf-Astoria-DC