Guest Experience Manager - Waldorf Astoria Park City

Waldorf Astoriais looking for a Guest Experience Manager
to join the Department 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.

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What will I be doing?
As Guest Experience Manager, you will oversee the Guest Service, Front Office, 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, Front Office, 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

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.
• 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

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. 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 your pay when you need it through DailyPay

• 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

• : Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)

• Career growth and development

• Team Member Resource Groups

• Recognition and rewards programs