Assistant Front Office Manager

Hei Hotels Inc.; San Diego (CA); On-site; USD 42,000 - 43,000; Full time

Benefits offered by this job

Discounts on hotel stays

Employee meal program

Competitive benefits package

Job summary

HEI Hotels and Resorts seeks a Front Desk Associate to support the Wyndham San Diego Bayside's front office operations. You will assist with guest check-in/check-out, respond to inquiries, and uphold brand standards while maintaining a welcoming environment.

The role requires strong communication, multitasking, and cash handling abilities, with a focus on guest satisfaction and operational efficiency in a bustling hotel setting.

Qualifications

• Minimum 1 year of front desk experience.
• Proficient with PMS system and computer literacy.
• Knowledge of brand reward program and cash handling.
• Strong organizational skills and ability to multitask.
• Professional appearance and customer-focused demeanor.

Responsibilities

• Greet guests and manage check-in/check-out efficiently.
• Answer phones and provide high quality guest service.
• Maintain front desk operations and stock supplies.
• Communicate policies and resolve guest issues promptly.
• Coordinate with other departments to ensure guest satisfaction.

Skills

Front desk experience

Customer service

Excellent communication

Professional appearance

Multi-tasking

Education

High School diploma or equivalent

Tools

PMS system

Job description

About Us

Embodying Southern California’s laid-back style, the Wyndham San Diego Bayside pairs a refreshingly vintage vibe with all the modern-day essentials that San Diego visitors crave. Here at the Wyndham San Diego Bayside, we pride ourselves on our diverse culture and the amazing benefits of becoming an associate! Join our team of diverse individuals that work together to create lasting memories for our guests. We offer free lunch, discounted parking and a welcoming environment for all of our associates.

Job Overview

Assist 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.

Compensation

Salary Range: $30.76 - $31.14 hourly
Tipped/Service Charge Eligible? No
Discretionary Performance Bonus Eligible? No

Essential Duties and Responsibilities

• Ensure 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 Skills

Education and Experience: Minimum 1 year of front desk experience. High School diploma or equivalent required. Hotel experience preferred.

Knowledge, Skills and Abilities: Proficient 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 for4 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.

Benefits

• Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield.
• Vision insurance programs through EyeMed.
• Vacation, Sick and Holiday programs.
• Pet insurance through the ASPCA.
• Supplemental, Spousal and Child Life insurance.
• Short and Long-Term Disability plans.
• 401(k) Savings Plan with matching funds.
• Discounts through 'YouDecide' and Hotel Room Discount programs.

EEO Statement

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. Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.We value U.S. military experience and invite all qualified military candidates to apply.