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Director of Bell and Parking Services

Posted May 10, 2023

Hilton Hawaiian Village Waikiki Beach Resort
Honolulu, HI
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About This Job


A Director of Bell and Parking Services manages, administers, and supervises all Guest Services/ Bell Services and contracted areas.  This position drives the team to deliver the highest level of courteous, professional and efficient service to all guests. 

What will I be doing?

  • Manage daily operations, supervise and motivate all Front Services and Guest Relations team members to maintain a positive culture, ensuring the highest levels of customer / team member satisfaction and productivity are achieved. 
  • Oversee all parking operations with a strong technical acumen, while managing labor / other costs to accomplish financial and service objectives. 
  • Oversee scheduling to ensure proper coverage required by house occupancy levels, group resumes, in house functions and labor standards. Develops and implements action plans for luggage management, garage/parking management and other projects as needed.  Supervises and mentors subordinate Managers in both departments.
  • Develop/maintain parking procedures including ticket administration, cash handling, and revenue control with the Finance Department.  Works closely with the IT department to ensure parking equipment / technology remains in working order and also explores industry trends for improvement. 
  • Partner with Food & Beverage and Event Services to manage parking for heavy function activity.   
  • Develop plans and implements strategies to ensure successful completion of major group movements (i.e., conventions, associations, company meeting, incentive or tour groups) and conducts post group analysis.  Orders and maintains adequate supplies, including capital budget items, for Front Services and Guest Relations.
  • Oversee hiring, training, evaluation, motivation, counseling, discipline and recognition of team members in the Front Services and Guest Relations Departments.
  • Supervise and facilitate the smooth operation of the hotel’s lobby and driveway areas, including the bus terminal.  Manage the guest experience to ensure prompt and courteous delivery of excellent service to all guests.  Keeps the driveway areas clear of any unauthorized vehicular parking, staging or abandonment.
  • Interface positively with customers, promoting resort’s facilities and services.  Maintains positive relationships with all departments, attends meetings and assists with hotel events.

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.

  •     Assists in monitoring, troubleshooting and resolving problems throughout the hotel.
  •     Maintains an open-door policy and monitors employee relations. 
  •     Develops, reviews, and revises existing processes and policies, updates as needed. 
  •     Assists any Rooms Department as needed, including, but not limited to, Housekeeping, Front Office, and Guest Services / Activities.
  •     Other duties as requested by the Managing Director or Hotel Manager.

    OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:

    Team members will be trained in the proper use and care of assigned PPE.  The hotel provides the required PPE.  It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.


    Positions directly reporting to this position (titles):  Front Services Manager, Guest Relations Manager, Assistant Bell Captain, Valet Supervisor and all other department personnel


    The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

  •     Thorough knowledge of all Front Services and Guest Relations department operations, and individual job requirements.
  •     Strong technology skill to oversee advanced parking equipment and interfaces.
  •     Ability to communicate effectively in English with employees and customers, understand reports and related correspondence and  accurately perform all essential job functions.
  •     Ability to analyze financial information via basic mathematical skills to review/prepare reports, forecasts, and budgets.
  •     Ability to effectively deal with guest and employee concerns in a friendly and positive manner.  This involves listening to the nature of the concern, demonstrating empathy, patience, tact and diplomacy with the customer and providing positive and proactive solutions.
  •     Ability to manage a large staff and apply basic supervisory skills to plan, organize, direct, motivate, coach, train and discipline employees.
  •     Ability to exercise judgment, supervise the work performance of others and develop subordinates to enhance the advancement in the hotel and corporation.                     
  •     Ability to supervise/direct both subordinate and non-subordinate personnel.
  •     Ability to decipher data and analyze information to make effective, sound decisions.
  •     Ability to organize detailed information and prioritize workload to ensure deadlines are met.
  •     Ability to use various office equipment, including, but not limited to, computers, smartphones, calculators, video technology and photocopiers
  •     Ability to perform tasks requiring bending, stooping, kneeling, walking and standing for an extended period of time.
  •     Ability to stand and continuously perform essential job functions for an extended period of time.

     Any combination of education, training or experiences that provides the required knowledge skills and abilities.  High school diploma required.  College degree in Hotel Administration or equivalent hotel experience preferred.


    Minimum 5 years’ experience in a large hotel (over 1000 rooms) as a Front of House Department Head or Assistant Department Head required.


    Ability to obtain Tuberculosis Clearance Certificate.  CPR certification required.  First Aid training preferred.


    Ability to speak another language in addition to English is preferred, with Japanese being the most desirable.


    What are we looking for?

    Since being founded in 1919, Hiltonhas 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 Hilton?

    Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!

    The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.

    We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton! 

    The Benefits- Hilton is proud to have an award-winning workplace culture ranking #2 Best Company To Work For in the U.S.

    We 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: 

    • Health insurance 
    • Career growth and development 
    • Team Member Resource Groups
    • Recognition and rewards programs
    • Go Hilton travel discount program 
    • Best-in-Class Paid Time Off (PTO)  
    • Supportive parental leave
    • Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
    • Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
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    About this Employer

    Hilton Hawaiian Village Waikiki Beach Resort

    2005 Kalia Road
    Honolulu, HI 96815

    (808) 949-4321

    2,860 Room Resort

    Managed By

    At A Glance

    Take a trip of a lifetime and stay at the Hilton Hawaiian Village Waikiki Beach Resort. Set among a tropical landscape covering 22 acres, our hotel boasts Waikiki’s widest and most spectacular white sand beach as well as Waikiki’s only saltwater lagoon. Stunning natural surroundings, luxurious amenities, vibrant dining options, the most adventurous daily activities and more make for a perfect holiday in Honolulu.

    • Set on 22 acres of white sand beach close to Waikiki shopping
    • World-class Mandara Spa and five swimming pools
    • Diverse dining with over 20 restaurants and bars
    • Daily activities ranging from Hula to outdoor yoga
    • Camp Penguin children's program
    • The Ali’i, Waikiki's Private Paradise with a Concierge
    • Rainbow Tower rooms and suites with stunning views