Job Details

Job Description - Director of Front Office - Conrad Los Angeles (HOT0BCG9)

Job Number:

HOT0BCG9

Work Locations:

Conrad Los Angeles 100 S. Grand Avenue Los Angeles 90012

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 7th Conrad Hotel in the U.S. and the 1st 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, including a signature restaurant, outdoor restaurant, lobby bar, and in-room dining, all in partnership with Chef Jose Andres' award-winning restaurant group, JoseAndresFoodGroup.

In this role as the Director of Front Office, you will be responsible for directing and administering all Front Office operations in the hotel's continuing effort to deliver outstanding guest service.

The ideal candidate will have (2) years of front office experience within a hotel, three years of management experience in this or related job, and Hilton OnQ experience. Luxury experience is preferred. A high school diploma or equivalent is required, while a four-year college degree is preferred. CPR certification and/or first aid training preferred. Proven ability to motivate and lead teams, operate office machines, and proficiency in Microsoft applications are requirements. Candidates must be proficient (expert) in the English language and able 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.

What will I be doing?

• 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.
• Manage and motivate 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.
• Check and control 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.
• Communicate 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.
• Implement and monitor all corporate marketing programs to include HHonors, Bounceback, Senior HHonors, etc.
• Encourage 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.
• Use creative management skills to solve problems. Ensure compliance with Hilton standards to ensure consistent high-quality guest relations.
• Manage desk through times of stress and emergencies, resolve guest concerns, and implement resolutions by using discretion and judgement.
• Greet customers immediately with a friendly and sincere welcome, use a positive and clear speaking voice, listen to and understand requests, issues, and situations from both guests and team members.

What are we looking for?

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
• Customer Focus

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. 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 Best Company To Work For in the U.S. We 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
• 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
• Recognition and rewards programs

• Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.

The annual salary range for this role is $100,000 - $110,000 and is based on applicable and specialized experience and location.

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Schedule:

Full-time

Brand:

Conrad Hotels & Resorts

Job:

Guest Services, Operations, and Front Office

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