Front Office Lead: Guest Experience & Operations

Hei Hotels Inc.; New York (NY); On-site; USD 60,000 - 65,000; Full time

Job summary

HEI Hotels & Resorts, Freehand New York, seeks an Assistant Front Office Manager to support daily Front Office operations, ensuring efficient guest registration and checkout while upholding brand standards. You will help implement programs, monitor systems, and train staff.

You will also assist in forecasting and budgeting for the Rooms Division, manage labor costs, and collaborate with sales to improve occupancy and revenues. A minimum of 1 year in a front desk role is preferred.

Qualifications

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

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, following brand standards.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in developing the Rooms Division budget.
• Monitor front office systems and equipment for optimum performance.
• Track guest satisfaction surveys and maximize usage of feedback tools.
• Provide training for entry level associates and supervisors.
• Develop controls for expense management and labor costs.
• Schedule and manage labor using labor management tools.
• Interview, hire, train, develop staff and address performance issues.
• Communicate clearly to staff and resolve issues to maintain service quality.
• Coordinate activities with other hotel departments to improve communication and guest satisfaction.
• Maintain room inventory status to optimize revenue and guest experience.
• Resolve customer complaints and maintain high levels of customer satisfaction.

Skills

Cash handling

Customer service

Communication skills

Multitasking

Professional appearance

Team collaboration

Time management

Conflict resolution

Education

High School diploma or equivalent

Tools

PMS system

Job description

HEI Hotels & Resorts, Freehand New York, seeks an Assistant Front Office Manager to support daily Front Office operations, ensuring efficient guest registration and checkout while upholding brand standards. You will help implement programs, monitor systems, and train staff.

You will also assist in forecasting and budgeting for the Rooms Division, manage labor costs, and collaborate with sales to improve occupancy and revenues. A minimum of 1 year in a front desk role is preferred.