Guest Services Director

6 days ago


New York, New York, United States Conrad Hotels & Resorts Full time

The Conrad New York, a top-rated 4-Star hotel, seeks a skilled Guest Services Director to lead the team in providing exceptional guest experiences.


This upscale hotel boasts 463 rooms, 30,000 square feet of banquet space, and 3 food and beverage outlets, including a restaurant, rooftop bar, and in-room dining. Located in the heart of Lower Manhattan, it's within minutes of historic neighborhoods like Tribeca, Greenwich Village, SoHo, and Wall Street. The hotel is also walking distance to iconic attractions such as the World Trade Center and Oculus.


You will report to the Director of Front Office and manage up to 30 union team members in Guest Services, PBX, Bell, and Door departments.


Key Responsibilities:
  • Oversee all front office operations, including guest registration, room inventory management, guest service standards, product quality control, cost management, marketing initiatives, systems usage, budgeting, department supervision, policy implementation, and meeting facilitation.
  • Mentor and develop team member performance, including supervision, scheduling, counseling, evaluations, recognition, and rewards.
  • Analyze and address service trends, ensuring compliance with Company standards.
  • Greet guests, respond to inquiries, requests, and issues promptly, and resolve concerns.
  • Implement sales techniques to promote hotel services and facilities, maximizing room occupancy and revenue.
Requirements:
  • At least 1 year of Hotel Front Office management experience.
  • Availability for varied schedules, including overnights.
  • Luxury Hotel experience preferred.
  • Managing in a unionized environment preferred.
  • OnQ experience preferred.
About Our Organization:

Hilton, founded in 1919, is a leader in the hospitality industry, committed to delivering exceptional guest experiences and fostering a positive work environment.

Compensation Package:
  • Annual salary ranging from $67,600, based on experience and location.
  • Eligibility for comprehensive health insurance and generous paid time off policies.
  • Opportunities for career advancement and professional growth.
Tips for Success:

To excel in this role, focus on developing strong leadership skills, building effective relationships with team members, and consistently delivering high-quality guest experiences.



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