Job Abstract

Be a part of the newest luxury hotel in downtown LA, Conrad Los Angeles! As part of the 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 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 Reservations and Guest Services Manager you would be responsible for managing the reservations process and operation in the hotel's continuing effort to deliver outstanding guest service.

The ideal candidate will have a minimum of (3) years of hotel experience. A minimum of 2 years of leadership experience also required. A minimum of 1 year of OnQ experience to include SRP, Master, Billing and other more complex functions. Luxury experience preferred. Experience in the following areas preferred: Written & Spoken luxury language, Nor1, Delphi, Sertifi, HotSOS, Unifocus LMS, Kipsu, 7Rooms and OTA portal management. A high school diploma or equivalent is required, a 4-year college degree is preferred. Ability to work a flexible schedule that includes, day/evening shifts, weekends and holidays. Able to operate office machines and proficient in Microsoft applications is a requirement.

What will I be doing?

• Completes all training functions on new reservation agents, which lasts 4-6 weeks per new agent. Follows and monitors the performance and progress of all new agents. Completes 30/60/90-day review of all new reservation agents.
• Works continually to grow revenue through the reservations team via prompt response to booking inquiries, Rooms upsell, promotion of F&B and Spa and promotion of other incremental products
• Ensure Conrad Brand Standards and Forbes Service Standards are maintained at all times
• Ensure guest requests are responded to within established timelines
• Monitors reservations agents with coaching and counseling performs disciplinary actions as needed.
• Manages quality control of reservations.
• Researches and updates all reservations staff on Hilton enhancements and problems. Maintains and updates the reservations computer system as well. Handles all problems regarding the enhancements and the programs.
• Works closely with Sales to ensure group blocks are accurate, call-in group reservations are booked properly, and last-minute changes to rooming lists are handled promptly in the absence of the group coordinator
• Handles guest complaints and assists reservations agents in problem solving techniques.
• Researches and coordinates meeting materials for reservation meetings.
• Performs other duties and responsibilities as assigned or required.

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 $67,000 - $78,000 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.