Lead Group Services Manager - Waldorf Astoria New York
Apply NowCompany: Hilton Grand Vacations
Location: New York, NY 10025
Description:
After undergoing a transformative restoration, Waldorf Astoria New Yorkis set to reignite its magnetic allure. Waldorf Astoria New Yorkis seeking a Lead Group Service Manager 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.
The Lead Group Service Manager will oversee the daily operations of the hotel's reservations process, with a focus on delivering exceptional guest service and supporting the hotel's 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 team's performance, ensuring that all reservations calls meet quality expectations and the hotel's operational procedures. The Lead Group Service Manager will also develop forecasts, report performance, and ensure all reservations processes are streamlined, efficient, and reflective of the hotel's luxury standards. By leading this team, the Lead Group Service Manager will contribute to the hotel's 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 Group Service 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.
The rate of pay for this role is $85,000 - $95,000 and is based on applicable and specialized experience.
What are we looking for?
We are seeking a highly skilled and motivated Lead Group Service 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:
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:
In addition, we look for the demonstration of the following key attributes:
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!
The Benefits - Hilton is proud to have an award-winning workplace culture ranking #1 World's Best Workplace by Great Place To Work & FortuneWe 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. Hilton offers its eligible team members a comprehensive benefits package including:
*Available benefits may vary depending upon property-specific terms and conditions of employment.
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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.
The Lead Group Service Manager will oversee the daily operations of the hotel's reservations process, with a focus on delivering exceptional guest service and supporting the hotel's 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 team's performance, ensuring that all reservations calls meet quality expectations and the hotel's operational procedures. The Lead Group Service Manager will also develop forecasts, report performance, and ensure all reservations processes are streamlined, efficient, and reflective of the hotel's luxury standards. By leading this team, the Lead Group Service Manager will contribute to the hotel's 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 Group Service 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 $85,000 - $95,000 and is based on applicable and specialized experience.
What are we looking for?
We are seeking a highly skilled and motivated Lead Group Service 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 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.
- 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 - 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 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!
The Benefits - Hilton is proud to have an award-winning workplace culture ranking #1 World's Best Workplace by Great Place To Work & FortuneWe 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. Hilton offers its eligible team members a comprehensive benefits package including:
- 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
- Debt-free education: 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
*Available benefits may vary depending upon property-specific terms and conditions of employment.
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