Director of Front Office - Conrad Los Angeles

Hilton•Los Angeles, CA

21d•$100,000 - $120,000

About The Position

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! Be a part of the newest luxury hotel in downtown LA, Conrad Los Angeles ! As part of the highly anticipated billion-dollar project, The Grand LA , this is the 7 th Conrad Hotel in the U.S. and the 1 st in California. Located in the most exciting state-of-the-art development in DTLA, this luxurious 28-story hotel has over 300 rooms, a spa, 16,000 square foot rooftop with a pool deck, 12,000 square feet of event space, and 4 food and beverage outlets. This includes a signature restaurant, outdoor restaurant, lobby bar, and in-room dining all in partnership with Chef Jose Andres' award-wining restaurant group, JoseAndresFoodGroup . The Grand LA combines lifestyle, arts, and culture to provide a truly unique experience in Los Angeles. It is at the epicenter of downtown LA’s cultural corridor across from the Walt Disney Concert Hall with two towers, a 45-story residential and 28-story hotel , and more than 176,000 square feet of retail space anchored by chef-driven restaurants and a collection of shops, entertainment, and hospitality. Want to get an inside look? Take a virtual tour . In this role as the Director of Front Office you will be responsible for directing and administering of all Front Office operations in the hotel's continuing effort to deliver outstanding guest service.

Requirements

(2) years of front office experience within a hotel is required.
Three years of management experience in this or related job is also required.
Hilton OnQ experience is required.
A high school diploma or equivalent is required.
Proven ability to motivate and lead teams.
Able to operate office machines and proficient in Microsoft applications is a requirement.
Candidate must be proficient (expert) in the English language.
Ability to work a flexible schedule including nights, weekends, holidays and possible overnight shifts.
Ability to work a full shift (8 hours) walking and standing with or without reasonable accommodations.

Nice To Haves

Luxury experience is preferred.
Four-year college degree is preferred.
CPR certification and/or first aid training preferred.

Responsibilities

Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
Manages and motivates all front office personnel to include hiring, supervision, training, communicating objectives for the day, disciplining, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue.
Compile and prepare financial reports, including rate and availability calendar.
Communicates with guests and team members both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work.
Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.
Implements and monitors all corporate marketing programs to include HHonors, Bounceback, SeniorHHonors, etc.
Encourages a team spirit amongst staff members with leadership and guidance.
Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward
Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
Ensure compliance with Company standards
Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
Complete audit procedures, as needed
Recruit, interview and train team members
Uses creative management skills to solve problems.
Ensures compliance with Hilton standards to ensure consistent high-quality guest relations.
Manages desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement.
Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.

Benefits

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