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About the Role
Join the pre-opening team for Waldorf Astoria London - Admiralty Arch, a highly anticipated new luxury hotel opening later this year. This is a unique opportunity for an experienced luxury hospitality leader to join the founding team and help shape the guest experience at this landmark hotel.
Responsibilities
- Professionally receive, convey, and respond to all guest and management communications, including inquiries and emergency situations.
- Ensure prompt, accurate, and seamless responses that enhance the guest experience by leveraging a refined knowledge of hotel facilities, services, and the surrounding area.
- Serve as a key point of connection for both guests and internal stakeholders, managing all communications with discretion, efficiency, and poise.
- Perform all duties to the highest standards of ultra-luxury hospitality.
- Resolve guest inquiries efficiently while achieving consistently positive outcomes.
- Accurately receive, record, and deliver all guest and management messages in a timely manner.
- Ensure all wake-up calls are delivered precisely at the requested time.
- Maintain in-depth knowledge of all hotel facilities and services, confidently promoting offerings through refined upselling where appropriate.
- Manage emergency calls immediately, calmly relaying clear and accurate information in accordance with hotel protocols.
- Demonstrate exceptional service etiquette and professionalism.
- Adhere strictly to hotel security procedures, fire regulations, and health and safety legislation.
- Participate in training and development programmes as required to maintain service excellence.
- Display comprehensive knowledge of local attractions, landmarks, and the surrounding area to enhance the guest experience.
- Uphold all company and brand service standards.
- Provide support to other departments when required, ensuring seamless hotel operations.
Requirements
- A consistently positive and polished telephone manner, with exceptional verbal communication skills.
- A strong commitment to delivering personalized, high-touch guest service.
- The ability to work independently while contributing effectively within a team environment.
- A competent level of IT and system proficiency.
- Prior experience within a luxury or ultra-luxury hospitality or service-led environment is highly desirable.
Skills
- Telephone communication
- Guest service
- IT proficiency
- Upselling
Location
- London
Work Type
- Full-time
Experience Level
- Luxury hospitality experience desirable
Benefits
- Complimentary, nourishing meals provided while on duty
- Exceptional development programmes
- Opportunities to make a meaningful impact through Corporate Responsibility initiatives
- Team Member Travel Programme with discounted stays and 50% off food & beverage
- High street savings through Perks at Work
- 28 days’ holiday, including bank holidays, rising to 33 days with length of service
About the Company
- Waldorf Astoria Hotels & Resorts is Hilton’s flagship luxury brand, known for its timeless elegance, iconic properties, and sincerely elevated service that delivers bespoke, once-in-a-lifetime experiences in the world’s most sought-after destinations.
- Hilton is the UK’s #1 Great Place to Work 2026, proudly voted by Team Members.
- At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible.
- As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
- Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune.
- With our suite of world-class brands and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
- Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.