Assistant Front Office Manager

HEI Hotels & Resorts; Reston (VA); On-site; USD 55,000 - 62,000; Full time

Benefits offered by this job

Free lunch

Free parking

Monthly town halls

Job summary

HEI Hotels & Resorts is seeking a Front Office Assistant in Reston, VA to support the Front Office Manager in delivering exceptional guest experiences and maintaining brand standards. You will help with guest registration, check-out, and daily operations in a fast-paced hotel environment.

The role requires at least 1 year front desk experience, a high school diploma, and a professional, guest-focused approach.

Qualifications

• 1 year of front desk experience or equivalent.
• High School diploma or equivalent required.
• Hotel or hospitality experience preferred.

Responsibilities

• Assist in managing front office operations to ensure guest satisfaction and adherence to brand standards.
• Prepare forecasts and reports; assist in Rooms Division budget development.
• Monitor front office systems and equipment for optimal performance; manage guest relations and satisfaction.

Skills

PMS proficiency

Cash handling

Customer service

Communication

Multitasking

Professional appearance

Relationship building

Emergency awareness

Team collaboration

Education

High School diploma

Hospitality experience

Job description

About Us

Ideally located for business or leisure, The Westin Reston Heights is a blend of comfort and sophistication. Our goal is treat each and every associate like family. We offer free lunch, free parking and monthly town halls to show each associate how much we care and how thankful we are for their hard work. We focus on growth and development so that you are able to build your career in hospitality.

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!

Compensation

Salary Range: $55,000.00 - $62,000.00 HourlyTipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? No

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.

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 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.

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!

• Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield
• Vision insurance programs through EyeMed
• Vacation, Sick and Holiday programs available for you to rejuvenate with time off
• 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 our 'YouDecide' program
• 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.