Front Office Analyst - New York Hilton Midtown
The looking to welcome a Front Office Analyst to our team! It's all about location in NYC and New York Hilton Midtown places you right in the heart of the action. At this 1,878-room property, you will be within walking distance of a multitude of famous attractions, including Central Park, Radio City Music Hall, MOMA, and Broadway. Stop by the theater and transportation desk for tips, tickets, and travel in and around the city.
Shift Pattern: Day Shift
Pay Range: $33.65 / hour
What are the benefits of working for Hilton?
It’s a fantastic time to join Hilton! named Hilton the #1 Best Big Companies to work for!
Hilton is proud to 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 such as:
- Go Hilton travel program: 100 nights of discounted travel.
- Access to your pay when you need it through DailyPay.
- Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount!
- Maternity and parental leave, including 12 weeks of paid leave for birthing parents and four weeks of paid leave for eligible Team Members, including partners and adoptive parents.
- : Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
- Flexible shifts and days off.
- Comprehensive Health Insurance coverage for you and your family, including Telemedicine and at-home care via AmazonCare.
- Mental health resources including free counselling through our Employee Assistance Program.
- Best-in-Class Paid Time Off (PTO).
- 401K plan and company match to help save for your retirement.
- This information is a highlight of the major benefits offered. Wages, retirement, and paid time off benefits are specific to your location and position.
What will I be doing?
As a Front Office Analyst, you will manage Front Office operations to ensure profitability, control costs and quality standards and result in total guest satisfaction, as well as the following:
- Provide leadership, organization, instruction, and guidance to Front Office staff, ensuring quality service is provided.
- Oversee room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue.
- Compile and prepare financial reports, including: rate and availability calendar.
- Interview, train, supervise, counsel, schedule and evaluate staff.
- Ensure completion of daily objectives while maintaining Hilton's Brand Standards of guest satisfaction.
Specifically, you will be responsible for performing the following tasks to the highest standards:
- 40% - Revenue Optimization: Assisting managers with ensuring revenue opportunity numbers are accurate each week; helping inspire Team Members to follow through with revenue opportunities. Reviewing any upgrade discrepancies that were induced by adjustment of room types. Revenue discrepancies will be reviewed using the following report: Account Detail report through OnQ PM. Revenue discrepancies will also be rectified by collaborating with managers.
- 20% - Liaison between the Finance team and Front Office. Completing all High Balance reporting in its entirety.
- 10% - Guest Relations and Service Recovery: Reviewing SALT scores and other guest issues and using judgment to help the situation. Work with Sr. Guest Relations Manager to have amenities sent to guests, and ensure special occasions are accounted for.
- 20% - Team Support: Support managers by helping with appropriate tasks, including Tracking Hilton Honors Cards, paying out incentives, responding to Guest Assistance and Salt cases, and helping create signs/fliers/memos that catch Team Members' attention.
- 10% - Provides coaching and counseling of Team Members and conducts performance reviews when needed.
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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 this Hilton Worldwide Brand?
One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. Hilton remains an innovative, forward-thinking hospitality leader by offering best-in-class products, services, and amenities to ensure that every guest feels cared for, valued and respected. From inaugural balls and international award galas to business events and personal moments, Hilton is where the world makes history, closes the deal, toasts special occasions, and gets away from it all.
Hilton Hotels & Resorts is one of Hilton Worldwide's ten market-leading brands. For more information visit www.hiltonworldwide.com.
If you understand the importance of upholding a brand's reputation and what it takes to provide a globally recognized hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Hotels & Resorts.
