Director of Rooms and Guest Services

Description

After undergoing a transformative restoration, Waldorf Astoria New York is set to reignite its magnetic allure. Waldorf Astoria New York is seeking a Rooms Director 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 New York provides guests the exceptional environment and the personalized attention of True Waldorf Service that creates unforgettable experiences for discerning travelers with 375 rooms, 40,000 square feet of event space, holistic spa and wellness programming, and a celebrity chef partnership. In landmark destinations around the world, Waldorf Astoria Hotels & Resorts reflect the culture and history of their extraordinary locations. 

As the Rooms Director, you will be responsible for leading and directing such departments as Front Office, Front Desk, Bell, Door, and Guest Services.

The ideal candidate will be a remarkable leader, exceptional strategic planner, creative thinker, with a passion for delivering unique and memorable experiences, and the ability to drive the business forward through innovation and fostering a positive culture.

What will I be doing?

The Rooms Director is responsible for the direction and oversight of key guest contact departments and their managers and team members and will direct the activities of key guest contact departments by giving guidance, leadership and instruction in order to maintain the highest level of courteous, professional, and efficient service to all guests. Specifically, you would be responsible for performing the following tasks to the highest standards:

Direct the activities of key guest contact departments by giving guidance, leadership and instruction to department heads and managers. Hires, supervises, counsels, disciplines, and evaluates all guest services Monitors all rooms related systems that directly impact the guest, to ensure proper procedures are in place and followed which allows for an outstanding guest experience. Communicates with guests and team members both verbally and in writing to answer questions and resolve issues. Manages executive office projects by directing staff and monitoring progress as required. Interacts positively with customers and take action to resolve problems to the satisfaction of parties involved. Ensure guest reservation policies, standards, and procedures are met. 

The annual salary range for this role is $130,000- $140,000 and is based on applicable and specialized experience.

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Requirements

What are we looking for?

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Thorough knowledge of all guest services and housekeeping department operations and individual job requirements
• Excellent written, verbal, and organizational skills required
• Computer literacy and financial management a must
• Ability to resolve guest, supervisor and employee conflicts
• Able to manage effectively multiple tasks at all times
• Ability to listen effectively and communicate clearly with guests and coworkers

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.
• 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
• Dependability
• Customer Focus
• Adaptability

The following outlines the required qualifications for the Rooms Director:

• No less than 2 years of substantial work experience as a Director of Rooms or equivalent in a Forbes 5-Star Hotel or equivalent.  
• Significant experience managing a unionized or organized workforce.

What will it be like to work for Hilton?

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!