Director of Front Office - Hilton Vancouver

EOE/AA/Disabled/Veterans

Hilton Vancouver Washington is seeking an inspiring Director of Front Office to lead our guest services operations and shape the first and lasting impressions of our guests at this full-service property in the heart of the city. This is a key leadership role where you will not only manage the daily rhythm of the department but also drive service culture, innovation, and performance to deliver exceptional results.

As the Director of Front Office, you will provide strategic oversight for the Front Desk, Guest Services, and Bell/Door teams. You will be accountable for ensuring flawless arrivals and departures, optimizing Stay Experience scores, and creating an environment where your team thrives in delivering the genuine warmth and hospitality for which Hilton is renowned. Through strong leadership, coaching, and collaboration, you will elevate both the guest journey and team engagement, positioning Hilton Vancouver as a destination of choice for travelers from around the world.

What will I be doing?
As a Director of Front Office, you would be responsible for directing and administering 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:

• Direct and administer 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
• Monitor and develop team member performance to include, but not limited to, providing supervision and professional development, 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
• Initiate and implement marketing and up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Implement and monitor all corporate marketing programs
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Run and complete daily reports, analyze data and make decisions based on data
• Resolve guest issues and concerns to guest satisfaction
• Recruit, interview and train team members

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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 by Great Place to Work & Fortune. 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:

• Medical Insurance Coverage-for you and your family
• Vision, dental, life and disability insurance
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO)-you can accrue up to 144 hours of PTO in our first year of employment
• Supportive maternity/parental leave program that runs concurrently with Washington State's Paid Family and Medical Leave program. Our team members receive benefits up to Washington State's maximum threshold per week. Hilton will then "top this up" to the weekly ABBR (Annual Benefit Base Rate).
• Go Hilton travel discount program\: 110 nights of discounted travel per calendar year
• Matching 401(K)
• 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
• Access to your pay when you need it through DailyPay

Other Compensation

• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount

   

• Complimentary meals in the cafeteria while on shift
• Complimentary parking

Position-Specific Compensation

• The annual salary range for this role is $88,000 - $92,000 and is based on applicable and specialized experience and location.

• The hotel’s Executive Committee (EC) members are eligible to participate in the bonus plan applicable to the hotel property and position, subject to the terms and conditions of the plan, including the Company's Bonus Plan Administration Guidelines. The bonus program is based on achievement of multiple individually weighted objectives.  

• Complimentary dry cleaning