Job Abstract

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 7^th Conrad Hotel in the U.S. and the 1^st in California.

Located in the most exciting state-of-the-art development to come to 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 a Conrad Services Agent you will be responsible for processing group reservation information including rooming lists, suites, resumes, and billing requirements. Conrad Service Agents will serve as onsite reservation agents for future room bookings in addition to dining and spa booking as well as serving as general guest services for in-house guests.

The ideal candidate will have a minimum of (1) year of customer service experience required. Reservations, front office or travel industry experience preferred. Previous Hilton OnQ experience preferred. Luxury hospitality background experience preferred. Sales experience preferred. Prior HotSOS, Seven Rooms, Book4Time experience is preferred. High school graduate or equivalent required. The ideal candidate must possess ability to read, listen and communicate effectively in English. Ability to access, read and accurately input information using a moderately complex computer system. Ability to effectively deal with both internal and external customers, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions. Ability to work a flexible schedule that includes nights, weekends, and holidays.

What will I be doing?

· Answers all reservations telephone calls and e-mails in a friendly manner, using clear English communication. When processing e-mails or listening to callers, ensures a clear understanding of their inquiries and requests. Promptly provides accurate information regarding availability of accommodations and other requested information. Assists other departments such as Sales, Meetings and Conventions and Front Office with reservation related questions.

· Processes all group contracts from the Sales Department. Obtains data from various sources, including but not limited to faxes, electronic messages and handwritten lists. Enters all group blocks into reservations computer system and verifies correctness of data entered against the data received. Follows up with Sales Department regarding all questions that stem from the groups. Monitors group blocks after they have been entered into the computer system.

· Assists the local Reservations Desk at HRW with questions, problems or concerns that arise concerning reservations made at the hotel.

· Maintains suite reservation request process and inventory controls for all suites and other room accommodations, as needed, to maximize revenue and meet customer needs.

· Processes reservation requests from team members at other hotels in the Hilton family.

· Answers calls originating from external and internal sources. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other required information. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers.

· Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies.

· Serve as Reservation Agent for rooms and outlets and assists with in-house needs.

· Handle internal calls for guest services and external calls for any inquiries.

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 #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
• 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 hourly rate is $21.53 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.