Assistant Director of Front Office - Grand Wailea, A Waldorf Astoria Resort

About the role

Located on 40 acres of lush tropical gardens at the Waldorf Astoria Resort in Maui, Grand Wailea, this Forbes Recommended property is consistently ranked among the world's best resorts with 780 rooms, 100,000 square feet of banquet space, and 12 food and beverage outlets (including 6 restaurants, 2 bars, a cafe, and in-room dining). In this role, you will play a vital part in assisting in the direction and administration of all Front Office operations.

Responsibilities

• Assist in the direction and administration of all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement, and meeting participation and facilitation
• Assist in monitoring and developing 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
• Oversee the VIP process to include, but not limited to, reviewing VIP reservations, administering amenity orders, managing resumes for incoming guests and groups, updating inventory in the system, monitoring special requests, and overseeing rate changes on in-house guests
• Initiate and implement marketing up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• 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

Qualifications

• 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
• A focus on the now, bringing urgency and discipline to every moment, knowing it can make a lasting impact

Benefits

• Incredible travel perks – 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through the Go Hilton travel program
• Own a piece of Hilton – Employee stock purchase program (ESPP) to invest in Hilton shares at a 15% discount
• Paid parental leave – Paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Free counseling and support through the Employee Assistance Program (EAP)
• Generous paid time off (PTO)
• Health & welfare benefits – A variety of health plans to keep you and your family covered
• Financial security for your future – Retirement plans to make it easier to save for what's next