Assistant Front Office Manager

HEI Hotels & Resorts; San Jose (CA); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical and Dental insurance

Vision insurance

Vacation, Sick & Holiday leave

Pet insurance

Life insurance

Short & Long-Term Disability

401(k) with company match

Hotel room discounts

YouDecide program

Job summary

HEI Hotels & Resorts is seeking an Assistant Front Office Manager to oversee guest registration, service quality, and front desk operations. You will collaborate with departments to uphold Marriott standards, train staff, and support revenue goals at the San Ramon property.

The role requires experience in front desk supervision, proficiency with FMS-PMS and Marriott tools, and a customer‑centric approach to maintain high guest satisfaction.

Qualifications

• Minimum 2 years in a supervisory front desk role or 5 years in a front desk agent position with full service hotel experience.
• High School diploma or equivalent required.
• Hotel experience preferred.

Responsibilities

• Ensure efficient guest registration, checkout and guest service per Marriott standards.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in Rooms Division budget.
• Monitor front office systems and equipment for optimum performance.
• Track guest satisfaction surveys and maximize guest feedback usage.
• Provide training for entry level associates and supervisors.
• Develop controls for expense management.
• Interact with customers to resolve issues and maintain satisfaction.

Skills

Customer service

Cash handling

Communication

Multitasking

Professional appearance

Education

High School diploma or equivalent

Hotel experience preferred

2+ years supervisory front desk OR 5 years front desk agent

Tools

FMS-PMS system

Marriott GXP

Mobile check-ins

Marriott rewards program

Job description

About Us

San Ramon Marriott awaits you to join us on the journey to exceptional guest service! Tucked away in the urban oasis of San Ramon, surrounded by mountains and Redwood Trees, the hotel is within walking distance to shopping, Fortune 500 companies, and top-notch dining experiences. It is the perfect location for work and play. Be part of a group of people who are passionate about the Hospitality Industry. When you join the HEI Team, you also get the benefit of the "HEI Loves" Culture where we make the time to celebrate our associates by offering the most competitive compensation, benefits and PTO programs. Our associates are also eligible to take advantage of life-needs such as health and wellness, a robust retirement plan, travel benefits, product and service discounts and much more!

Compensation

Salary Range: $70,000.00 - $75,000.00 Hourly
Tipped/Service Charge Eligible? No
Discretionary Performance Bonus Eligible? No

Overview

Assist Front Office Manager

Essential Duties And Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all Marriott 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.
• 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 FMS-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 office 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.
• Participate in monthly department meetings developing content and leading discussions along with the Front Office Manager and/or the Director of Rooms.
• Stay up-to-date with all training compliance.
• Comply with attendance rules and be available to work on a regular basis on all shifts.
• Perform any other job-related duties as assigned.

Qualifications And Skills

Education and Experience:

• Minimum 2 years in a supervisory front desk role or 5 years in a front desk agent position with full service hotel experience.
• High School diploma or equivalent required.
• Hotel experience preferred.

Knowledge, Skills And Abilities

• Proficient with FMS-PMS system and computer literacy a must.
• Experience with Marriott GXP and Mobile Check-ins a plus.
• Advanced knowledge of Marriott'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 and follow through skills meeting or exceeding deadlines.
• 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 front desk agents and other associates.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with management, coworkers, guests, etc.

Benefits

HEI 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.

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.