Waldorf Astoria New York · 1 day ago
Lead Rooms Experience Manager - Waldorf Astoria New York
New York, NY
Full-time
Onsite
Mid, Senior Level
$85K/yr - $95K/yr
3+ years expWaldorf Astoria New York is seeking a Lead Rooms Experience Manager to oversee the daily operations of the hotel’s reservations process, focusing on exceptional guest service and financial goals. The role involves managing a team responsible for group reservations and room inventory while ensuring adherence to luxury standards and achieving Forbes 5-Star recognition.
Hospitality
Responsibilities
Manage daily reservations processes and operations, including room inventory, group rooming lists and blocks, cut-off dates, restrictions, occupancy, selling guest rooms, systems management, budgeting, forecasting, and policy implementation
Conduct regular audits of reservation calls to ensure all team members meet Forbes 5-Star service standards
Manage and communicate information regarding hotel occupancy, promotions, special reservation procedures, operational issues, and special events
Serve as the primary liaison with reservations teams company-wide to ensure consistency in processes and guest experience
Monitor and develop team member performance, including supervision, scheduling, coaching, evaluations, professional development, and recognition programs
Recruit, interview, and train team members to maintain a high-performing reservations team
Prepare and analyze reports, including OAR and Master Monthly, to inform decision-making and optimize reservations performance
Develop and revise forecasts to ensure accuracy in reservations planning and revenue management
Qualification
Required
A minimum of 3-5 years in a managerial or supervisory role within a hospitality or service-driven environment, demonstrating the ability to lead and motivate a diverse team
Strong verbal and written communication abilities, with a focus on maintaining clarity, professionalism, and a positive tone in all interactions with guests and team members
Comprehensive understanding of high-end service standards, team coordination, and efficient operational procedures in a fast-paced, high-pressure environment
Strong critical thinking and troubleshooting skills to swiftly resolve guest concerns or operational challenges while maintaining a calm and composed demeanor
A genuine passion for delivering outstanding guest experiences, anticipating their needs, and creating memorable moments that exceed expectations
Preferred
A degree in hospitality management, business, or a related field is preferred, along with any certifications in service excellence or team management
Benefits
Access to pay when you need it through DailyPay
Medical Insurance Coverage – for you and your family
Mental health resources including Employee Assistance Program
Best-in-Class Paid Time Off (PTO)
Go Hilton travel program: 100 nights of discounted travel
Parental leave to support new parents
Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications
401K plan and company match to help save for your retirement
Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
Career growth and development
Team Member Resource Groups
Recognition and rewards programs
Available benefits may vary depending upon property-specific terms and conditions of employment.
Company
Waldorf Astoria New York
For nearly a century, Waldorf Astoria New York has been a fixture of New York City society, earning its place as a beacon of radiance in the cultural capital of the world.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase