Assistant Director of Front Office

1 day ago

Chicago IL United States Hilton Full time

The Palmer House – A Hilton Hotel ( , our 1641 room historic Chicago property is a member of the Historic Hotels of America program of the National Trust for Historic Preservation. The Palmer House was the city's first hotel with elevators, and the first hotel with electric light bulbs and telephones in the guest rooms.

We are seeking an Assistant Director of Front Office to join our talented team The ideal candidate must possess strong leadership skills with a proven track record in hospitality, have excellent communication and problem-solving abilities and a genuine passion for guest service

What are the benefits of working for Hilton?

Hilton is proud to 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 such as:

  1. Go Hilton travel program: 100 nights of discounted
  2. Access to your pay when you need it through DailyPay
  3. Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
  4. Maternity and parental leave, including 12 weeks of paid leave for birthing parents and four weeks of paid leave for eligible Team Members, including partners and adoptive parents
  5. Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications
  6. Flexible shifts and days off
  7. Comprehensive Health Insurance coverage for you and your family, including Telemedicine and at-home care via AmazonCare
  8. Mental health resources including free counseling through our Employee Assistance Program
  9. Best-in-Class Paid Time Off (PTO)
  10. 401K plan and company match to help save for your retirement

*Available benefits may vary depending upon property-specific terms and conditions of employment

What will I be doing?

As an Assistant Director of Front Office, you would be responsible for assisting in the direction and administration of all Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

  1. Assist in the direction and administration of all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
  2. Assist in monitoring and developing team member performance to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward.
  3. Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly.
  4. Oversee the VIP process to include, but not limited to, reviewing VIP reservations, administering amenity orders, managing resumes for incoming guests and groups, updating inventory in the system, monitoring special requests and overseeing rate changes on in-house guests.
  5. Initiate and implement marketing up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
  6. Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
  7. Run and complete daily reports, analyze data and make decisions based on data.
  8. Resolve guest issues and concerns to guest satisfaction.
  9. Recruit, interview and train 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:

  1. Hospitality - We're passionate about delivering exceptional guest experiences.
  2. Integrity - We do the right thing, all the time.
  3. Leadership - We're leaders in our industry and in our communities.
  4. Teamwork - We're team players in everything we do.
  5. Ownership - We're the owners of our actions and decisions.
  6. Now - We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

  1. Quality
  2. Productivity
  3. Dependability
  4. Customer Focus
  5. 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

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