Assistant Front Office Manager

The Hotel at Avalon; San Ramon (CA); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Travel benefits

Staff discounts

Paid time off

Job summary

San Ramon Marriott is seeking an Assistant Front Office Manager to lead guest registration, service, and telephony operations while upholding Marriott standards. The role involves forecasting, reporting, and assisting in Rooms Division budgeting.

The position requires supervisory front desk experience and Marriott system proficiency, with strong communication and organizational skills. On-site role in San Ramon, CA with competitive benefits.

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, guest service, and telephone service, while ensuring all Marriott standards are applied.
• 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.
• 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.
• Coordinate activities with other hotel departments 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.
• Stay up-to-date with all training compliance.

Skills

FMS-PMS

Marriott GXP

Mobile Check-ins

Marriott Rewards

Cash handling

Communication skills

Organizational skills

Education

High School diploma or equivalent

Tools

PMS software

Job description

## Assistant Front Office ManagerApplyremote type: On-Sitelocations: Marriott San Ramon - San Ramon, CAtime type: Full timeposted on: Posted Todayjob requisition id: JR117688**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!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.**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.