AdresBe 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. 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 Front Office Manager you will assist the Director of Front Office manage all Front Office operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction. Oversees room reservations, Front Office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compiles and prepares financial reports, including: rate and availability calendar. Interviews, trains, supervises, counsels, schedules and evaluates staff. Provide leadership and guidance to Front Office staff ensuring consistent quality service is provided.
The ideal candidate will have three (3) years of management experience in this or a related job. Two (2) years experience in Front Office operations within a hotel is required. Luxury experience is preferred. Knowledge of OnQ and Forbes standards preferred. A high school diploma or equivalent is required. Able to operate office machines and proficient in Microsoft applications is a requirement. Candidate must have basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels. Ability to read, write, speak and understand the English language to communicate effectively with guests and employees. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Ability to analyze information and make effective judgements. Ability to access and accurately input information using a moderately complex computer system. Ability to work a flexible schedule that includes nights, weekends and holidays.
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
- 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
- Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service, Front Office, reservations and front desk agents in the details of work. Observes performance and encourages improvement.
- 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.
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
- 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 #2 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
· 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 and the terms of the collective bargaining agreement if applicable.
The annual salary range for this role is $75,000 - $80,000 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.
