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Assistant Front Office Manager
Embassy Suites San Diego Bay
US - CA - San Diego

HEI views our associates as our greatest resource, and we hire and develop the best. We have a culture of winning, we embrace change, thrive on challenge and always seek to surpass our personal bests. Defined by our unique business platform, our environment is fast-paced, expansive and ever-evolving�yet stable, consistent, enduring. It is a high - performance culture where innovation and entrepreneurial - spirit are evident; initiative and results are rewarded.

Our people know they're in on the ground floor of a company with all the cornerstones of success in place: experienced leaders, steady investors, a strong track record and long - term career potential. And in turn, each of our associates thrive because HEI's distinctly advantaged infrastructure creates a supportive, educational culture as well as unlimited opportunities for personal and professional success on every level.

An engaging, high-energy environment, HEI presents a rare career opportunity: the chance to shape a powerful leader in the hospitality industry.
Job Description
Assist in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and all other guest contact are conducted in an efficient and friendly manner.
oEnsure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
oImplement company and franchise programs.
oPrepare forecasts and reports and assist in the development of the Rooms Division budget.
oMonitor and maintain the front office systems and equipment to ensure their optimum performance.
oTrack guest satisfaction surveys and maximize usage of the guest response tracking system.
oProvide training for entry level associates and supervisors.
oDevelop and implement controls for expense management.
oUtilize labor management tools to schedule and control labor costs.
oInterview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
oCommunicate both verbally and in writing to provide clear direction to staff.
oInteract positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
oEnsure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.
oCoordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
oAssist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
oMaintain all front desk related equipment and a par stock of supplies.
oResolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
oDevelop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
oComply with attendance rules and be available to work on a regular basis.
oPerform any other job related duties as assigned.

Experience, Skills and Knowledge
oMinimum 1 year of front desk experience.
oHigh School diploma or equivalent required.
oHotel experience preferred.
oProficient with PMS system and computer literacy a must.
oAdvanced knowledge of brand's reward program.
oAble to handle cash and credit transactions.
oMaintain a professional appearance and manner at all times.
oCommunicate well with guests.
oMust possess thorough knowledge of all front office operations and individual job requirements.
oAble to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
oAble to manage multiple tasks at all times and have excellent organizational skills.
oGeneral knowledge of local area attractions and transportation.
oMust be able to stand up for 4 or more hours at a time.
oAble to observe and detect signs of emergency situations.
oAble to establish and maintain effective working relationships with associates and customers.
oAble to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
oCommand of the English language both written and verbal.

Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefits plan that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical, Dental and Vision Insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. For your financial wellness HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life Insurance and Short and Long-Term Disability. In addition, our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.

HEI Hotels and Resorts is an equal opportunity employer M/F/V/D

 
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