Director of Rooms - InterContinental Los Angeles Downtown

About Us

Do you see yourself as a Director of Rooms? What's your passion? At IHG we're interested in YOU. We employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

The InterContinental Los Angeles Downtown Hotel is located in the Wilshire Grand building, standing 73 stories tall in the core of Downtown’s historic, entertainment, financial, arts, and sports districts. Ideally placed at the heart of the revitalized, energy-charged urban center of the United States’ second-largest city, the hotel provides first-class hospitality that seamlessly intertwines with the fabric of the burgeoning Downtown area.

Key Accountabilities

People 

• Direct everyday activity, plan and assign work work ensuring you always have the right staffing numbers    
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognize good performance  
• Train colleagues to make sure they hit hotel revenue goals to the standards we expect and have the tools they need to work effectively  
• Recommend or initiate any HR elated actions where needed   
• Drive a great working environment for teams to thrive - connect departments to create sense of one team   
• Interact with outside contacts: guests, vendors, and other contacts as needed  
• Develop and maintain great working relationships with key clients and outside contacts to increase revenue  

Financial 

• Oversee night audit function and preparation of daily financial reports.  
• Prepare and submit statistical, performance, and forecast analyses and reports as required.  
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control 
• Use company systems and processes to maximize revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk  
• Hit all personal/team sales goals and maximize profitability  
• Help prepare the departmental budget and financial plans including the hotel marketing plan

Guest Experience

• Provide guests with information (example: loyalty programs, area attractions, restaurants, facility information) to enhance their experience  
• Schedule conventions and/or business group activities at the hotel and coordinate with other hotel-level departments to facilitate services agreed upon by the sales office and prospective clients  
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups and other key guests  
• Lead marketing efforts to up sell guests on hotel services, offerings, and amenities  
• Ensure front office staff provides guests with prompt service, professional attention and personal recognition  
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.   
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies  
• Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals  
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs  

Responsible Business 

• Work closely with key business leaders, officials, and representatives of local community groups within the city to ensure constant high-profile exposure for the hotel 
• Effectively communicate and market aspects of the hotel that are sustainable or “green” and use information to gain new business opportunities 
• Act as a central communications point duri