Assistant Front Office Manager

Westin Grand Central; New York (NY); On-site; USD 78,000 - 81,000; Full time

Benefits offered by this job

Medical and Dental

Vision Insurance

Vacation and Sick Leave

401(k) Savings Plan

Hotel Room Discounts

Pet Insurance

Job summary

The Westin New York Grand Central is seeking an experienced Front Office Associate to assist the Front Office Manager in delivering exceptional guest service and ensuring smooth front desk operations in a fast-paced hotel environment.

Responsibilities include efficient guest registration, coordinating with departments, forecasting, training staff, and maintaining brand standards while contributing to budget goals and high guest satisfaction.

Qualifications

• Minimum 1 year of front desk experience.
• High School diploma or equivalent required.
• Hotel experience preferred.
• Proficient with PMS system and computer literacy a must.
• Advanced knowledge of brand’s reward program.

Responsibilities

• Assist the Front Office Manager in managing front office operations to achieve customer satisfaction, quality service and budget goals.
• Ensure efficient guest registration, checkout, guest service, and telephone service while applying brand standards.
• Prepare forecasts and reports and assist in developing the Rooms Division budget.
• Monitor front office systems and equipment for optimum performance.
• Provide training for entry level associates and supervisors.
• Interview, hire, train, resolve problems, and communicate direction to staff.
• Maintain high levels of customer satisfaction and quality; handle escalations.

Skills

Front Desk Experience

Cash Handling

Customer Service

Communication Skills

Multitasking

Organizational Skills

Education

High School Diploma or Equivalent

Tools

PMS System

Job description

About UsIt’s Your Moment to Rise. Start Your Journey with us at the The Westin New York Grand Central and discover a place where you’re given a choice to not just get up and go to work, but rise. To feel empowered by career growth opportunities in a people-first environment. And to work together to enhance the well-being of our guests, our communities and each other. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. Discover our team spirit during Monthly Town Hall Celebrations, rejuvenation during all shifts with complimentary breakfast, lunch and dinner. If you’re someone who is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at The Westin New York Grand Central, together we can rise.Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!We value U.S. military experience and invite all qualified military candidates to apply.CompensationSalary Range: $78,000.00 - $81,000.00 AnnuallyTipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? NoOverviewAssist the Front Office Manager 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.Essential Duties and ResponsibilitiesEnsure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.Implement company and franchise programs.Prepare forecasts and reports and assist in the development of the Rooms Division budget.Monitor and maintain the front office systems and equipment to ensure their optimum performance.Track guest satisfaction surveys and maximize usage of the guest response tracking system.Provide training for entry level associates and supervisors.Develop and implement controls for expense management.Utilize labor management tools to schedule and control labor costs.Interview, 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.Communicate both verbally and in writing to provide clear direction to staff.Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.Ensure 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.Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.Maintain all front desk related equipment and a par stock of supplies.Resolve 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.Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.Comply with attendance rules and be available to work on a regular basis.Perform any other job-related duties as assigned.Qualifications and SkillsEducation and Experience:Minimum 1 year of front desk experience.High School diploma or equivalent required.Hotel experience preferred.Knowledge, Skills and AbilitiesProficient with PMS system and computer literacy a must.Advanced knowledge of brand’s reward program.Able to handle cash and credit transactions.Maintain a professional appearance and manner at all times.Must possess thorough knowledge of all front office operations and individual job requirements.Able 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.Able to manage multiple tasks at all times and have excellent organizational skills.General knowledge of local area attractions and transportation.Must be able to stand up for 4 or more hours at a time with or without reasonable accommodation.Able to observe and detect signs of emergency situations.Able to establish and maintain effective working relationships with associates and customers.Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.Effective verbal and written communication skills.Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.Annual Salary $78-81-KBenefitsHEI Hotels and Resorts is committed to providing a comprehensive benefit program 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 and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. 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. Specific details and eligibility of these programs vary by location and employment status.HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.