Lead Pre-Arrival Manager Waldorf Astoria New York

EOE/AA/Disabled/Veterans

What are we looking for

We are seeking a highly skilled and motivated Lead Pre-Arrival Manager who is committed to delivering exceptional service and fostering a collaborative high-performance team. This role requires a candidate with strong leadership capabilities an in-depth understanding of operational efficiency and a passion for delivering seamless guest-centered experiences. The ideal candidate will have a proven track record of managing large teams excellent communication skills and the ability to anticipate and address client needs with professionalism and finesse. We are looking for someone who thrives in a fast-paced environment is dedicated to continuous improvement and possesses a genuine desire to elevate the guest experience by setting the standard for excellence in service.

The ideal candidate will possess the following qualifications:

• A minimum of 18 months in a lead or supervisory role in front office reservations or revenue.
• 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.
• A degree in hospitality management business or a related field is preferred along with any certifications in service excellence or team management.

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 - Were passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing all the time.
• Leadership - Were leaders in our industry and in our communities.
• Teamwork - Were team players in everything we do.
• Ownership - Were 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 itsglobal 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!

The Benefits Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment thanks to innovative programs and benefits such as:

• 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.

After undergoing a transformative restorationWaldorf Astoria New Yorkis set to reignite its magnetic allure.Waldorf Astoria New Yorkis seeking a Lead Pre-Arrival Managerto 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 40000 square feet of event space holistic spa and wellness programming and a celebrity chef landmark destinations around the world Waldorf Astoria Hotels & Resorts reflect the culture and history of their extraordinary locations.

The Lead Pre-Arrival Manager will oversee the daily operations of the hotels reservations process with a focus on delivering exceptional guest service and supporting the hotels financial goals. Leading a team responsible for managing group reservations room inventory cut-off dates and occupancy. This role will include regular audits of the teams performance ensuring that all reservations calls meet quality expectations and the hotels operational procedures. The Lead Rooms Experience Manager will also develop forecasts report performance and ensure all reservations processes are streamlined efficient and reflective of the hotels luxury standards. By leading this team the Lead Rooms Experience Manager will contribute to the hotels efforts in achieving Forbes 5-Star recognition through consistent delivery of excellence in guest service effective management of team performance and adherence to the highest standards.

What will I be doing

As a Lead Pre-Arrival Manager you would be responsible for overseeing the reservations process and team operations ensuring exceptional guest service and adherence to Forbes 5-Star standards while driving financial profitability.

• 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.

The rate of pay for this role is $85000 - $95000 and is based on applicable and specialized experience.