Director of Rooms & Guest Experience

Hilton Indianapolis Hotel & Suites; Indianapolis (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

Hilton Indianapolis Hotel & Suites in Indianapolis, IN, is seeking an operations leader to oversee Front Office, Housekeeping, and Loss Prevention, ensuring top-tier guest service and adherence to brand standards.

You will lead teams, manage hiring and development, control payroll and expenses, forecast budgets, and drive occupancy and revenue through strategic reservation practices while maintaining security and safety across the property.

Responsibilities

• Lead and develop Front Office, Housekeeping, and Loss Prevention teams.
• Oversee hiring, training, scheduling, performance management, and associate development.
• Maintain luxury or service standards throughout guest rooms, public spaces, and common areas.
• Drive guest satisfaction through service excellence, guest engagement, and problem resolution.
• Analyze service trends and implement action plans to improve operational performance.
• Manage departmental payroll, labor costs, and operating expenses to achieve budget goals.
• Participate in forecasting, scheduling, and annual budget planning processes.
• Maximize occupancy, ADR, and room revenue through effective reservation management and upselling programs.
• Oversee security and loss prevention operations, ensuring proper incident investigations, reporting, and compliance.

Job description

Hilton Indianapolis Hotel & Suites in Indianapolis, IN, is seeking an operations leader to oversee Front Office, Housekeeping, and Loss Prevention, ensuring top-tier guest service and adherence to brand standards.

You will lead teams, manage hiring and development, control payroll and expenses, forecast budgets, and drive occupancy and revenue through strategic reservation practices while maintaining security and safety across the property.