Director of Front Office - Conrad Los Angeles

Overview

Director of Front Office — Conrad Los Angeles (HOT0CB3X).

Location:

Conrad Los Angeles, 100 S. Grand Avenue, Los Angeles 90012. Be part of the newest luxury hotel in downtown LA, The Grand LA, the 7th Conrad Hotel in the U.S. and the first in California. The Grand LA combines lifestyle, arts, and culture within a 28-story hotel that features over 300 rooms, a spa, a 16,000 square foot rooftop with a pool deck, 12,000 square feet of event space, and 4 food and beverage outlets (signature restaurant, outdoor restaurant, lobby bar, and in-room dining) in partnership with Jose Andres Food Group.

It is located across from the Walt Disney Concert Hall with two towers and more than 176,000 square feet of retail space anchored by chef-driven restaurants and shops.

In this role, you will be responsible for directing and administering all Front Office operations to deliver outstanding guest service.

• Manage all Front Office operations to include guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement, and meeting participation and facilitation.
• Motivate and supervise all front office personnel, including hiring, training, communicating objectives, disciplining, scheduling, and monitoring performance to ensure adherence to service and productivity standards.
• 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 to answer questions and provide clear direction; organize, conduct, and/or attend meetings to disseminate pertinent information.
• Implement and monitor all corporate marketing programs (e.g., HHonors, Bounce back, Senior HHonors).
• Encourage team spirit and develop team member performance through supervision, scheduling, counseling, evaluations, and recognition.
• Monitor and assess service and satisfaction trends; address issues and implement improvements.
• Ensure compliance with company standards; initiate and apply up-selling techniques to promote hotel services and facilities to maximize occupancy and revenue.
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, policies, and local area information.
• Complete audit procedures as needed; recruit, interview, and train team members.
• Use creative management skills to solve problems and ensure compliance with Hilton standards for consistent high-quality guest relations.
• Manage desk during times of stress or emergencies; resolve guest concerns and implement resolutions using discretion and judgment.
• Greet customers promptly with a friendly and sincere welcome; listen to and understand requests and situations from guests and team members.

We look for candidates who demonstrate Hilton’s values and key attributes:

• Hospitality — delivering exceptional guest experiences
• Integrity — doing the right thing, all the time
• Leadership — being leaders in our industry and communities
• Teamwork — being team players in everything we do
• Ownership — owning our actions and decisions
• Now — operating with urgency and discipline
• Quality
• Productivity
• Customer Focus

Hilton is a 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 is to fill the earth with the light and warmth of hospitality.

Our Team Members are at the heart of it all.

Hilton offers a comprehensive benefits package including:

• Access to your pay when you…