Complex Director of Guest Services - Hilton San Francisco Union Square and Parc 55 Hotel

Exceptional Hospitality Starts with You

Picture yourself brightening someone's day. When you join our Hotels team, that's exactly what you'll do every time you come to work! As a Director of Guest Services, you're not just providing strategic leadership and direction for the hotel''s guest services operations - you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Join an Award-Winning Workplace Culture

At Hilton, we don't just deliver exceptional experiences for our guests-we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.

Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career-and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we're more than a great place to stay-we're a great place to work.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

Here''s what you''ll do during a typical day

The Complex Director of Guest Services is responsible for managing, administering, and supervising all guest services, bell services, and contracted areas. The role is crucial in maintaining the highest level of courteous, professional, and efficient service to all guests.

Manages, administers, and supervises all guest services/bell services and contracted areas, in order to maintain the highest level of courteous, professional and efficient service to all guests.

• Hires, supervises, counsels, disciplines, and evaluates all guest services department managers and team members. Action items include, but are not limited to, sales programs, payroll costs, and review of logs in order to follow up on guest concerns.
• Manages all scheduling, and training programs of the Lobby Assistants, Concierge, Bell/Door staff, and Health Club. Monitors employee performance and encourages improvement.
• Manages executive office projects by directing staff and monitoring progress as required.
• Interacts positively with customers and take action to resolve problems to the satisfaction of parties involved.
• Develops, inputs into the computer and monitor, daily, weekly, monthly, and annual department wide budgets and forecasts. Reviews, submits for approval, and order capital budget items as required.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Coordinates staffing and logistics for all major group movements and special requirements, (e.g., alternative luggage storage for large groups).
• Participates in Manager on Duty coverage program requiring weekend stayover, constant monitoring throughout hotel and trouble shoot problems

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Here''s what you''ll do during a typical day

The Complex Director of Guest Services is responsible for managing, administering, and supervising all guest services, bell services, and contracted areas. The role is crucial in maintaining the highest level of courteous, professional, and efficient service to all guests.

Manages, administers, and supervises all guest services/bell services and contracted areas, in order to maintain the highest level of courteous, professional and efficient service to all guests.

• Hires, supervises, counsels, disciplines, and evaluates all guest services department managers and team members. Action items include, but are not limited to, sales programs, payroll costs, and review of logs in order to follow up on guest concerns.
• Manages all scheduling, and training programs of the Lobby Assistants, Concierge, Bell/Door staff, and Health Club. Monitors employee performance and encourages improvement.
• Manages executive office projects by directing staff and monitoring progress as required.
• Interacts positively with customers and take action to resolve problems to the satisfaction of parties involved.
• Develops, inputs into the computer and monitor, daily, weekly, monthly, and annual department wide budgets and forecasts. Reviews, submits for approval, and order capital budget items as required.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Coordinates staffing and logistics for all major group movements and special requirements, (e.g., alternative luggage storage for large groups).
• Participates in Manager on Duty coverage program requiring weekend stayover, constant monitoring throughout hotel and trouble shoot problems

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Skills

Blog, Budgeting, Business Performance Management, Capital Budgeting, Customer Relations, Forecasting, Hospitality and Tourism, Identify Issues, Leadership, Logistics, Performance Analysis, Problem Solving Skills, Project Tracking, Sales, Schedule Development, Strategic Planning, Team Player, Training Program

About the Company

Hilton Worldwide Holdings Inc