Full job description
Guest Service Agent – Waldorf Astoria New York

After undergoing a transformative restoration, Waldorf Astoria New York is set to reignite its magnetic allure. Waldorf Astoria New York is seeking a Guest Service Agent 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, 375 Private Residences, 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.

What will I be doing?

As a Guest Services Agent, you will be at the forefront of delivering exceptional, personalized guest experiences. You will play a pivotal role in creating lasting impressions while ensuring seamless check-in and check-out processes, all in line with our commitment to Forbes 5-star service standards. Specifically, you will be responsible for the following tasks, executed to the highest standards of luxury hospitality:

Warmly greet and expertly register guests, ensuring all registration processes are executed flawlessly, including verifying guest information, confirming room rates, offering room selections, coding electronic keys, and presenting a curated welcome packet. You will also ensure guests are familiar with the location of their rooms or arrange for a bell person to assist.
Anticipate guest needs and provide personalized assistance during check-out, ensuring all services and charges are accurately processed. This includes handling payments, credit and debit transactions, processing gift certificates, and converting foreign currency.
Demonstrate comprehensive knowledge of hotel services, including room categories, rates, packages, promotions, and local area attractions. Answer guest inquiries with professionalism and ensure guests are fully informed about the hotel’s offerings.
Utilize up-selling techniques to elevate the guest experience, promoting exclusive hotel services and amenities to enhance each guest’s stay and drive revenue.
Respond proactively to guest requests with a genuine sense of care and urgency, resolving any issues with the highest level of courtesy, efficiency, and hospitality.
Handle guest complaints with tact and professionalism, conducting research, offering solutions, and negotiating resolutions that leave guests feeling valued and heard.
Effectively manage guest messages, ensuring timely delivery and responsiveness to guest communications.
Engage with guests by name, fostering a warm and personalized connection that creates a sense of belonging and elevates their overall experience.
You will be a vital part of our luxury service team, contributing to the achievement of our goal of Forbes 5-star status by upholding the highest standards of excellence, anticipating guest needs, and delivering service that consistently exceeds expectations.

Classification: Full-Time

Shift: Various, including overnights – must be available to work weekdays, weekends, and holidays.

Pay Rate: The rate of pay for this role is $30.9833 – $41.3111 and is based on applicable and specialized experience.

Union Position: This position is part of the Local 6 Union which requires complete open availability. We are not able to accommodate schedule restrictions and full-time hours are not guaranteed. Hours and schedule are based on seniority and business needs and may be minimal at times until seniority is established. You must be comfortable with a schedule and hours that may vary from week to week.