Assistant Front Office Manager OEM

About Us

HEI Hotels & Resorts is proud to welcome the Freehand New York to our growing portfolio of distinguished properties. Freehand is a collection of hotels that combine the social culture of a hostel with innovative design, award-winning food and beverage, and a community-driven atmosphere. At HEI, we understand that exceptional hotels are built by exceptional people. Our continued success is driven by our associates — the heart of every guest experience. Where people choose to work matters. In return for that choice, we are committed to providing competitive compensation and benefits, industry-leading tools and training, and a culture that empowers growth and excellence.

We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Aid the Front Office Manager in overseeing Front Office operations to enhance customer satisfaction, quality service, and adherence to corporate and franchise policies and procedures, while meeting or exceeding financial targets.

Essential Duties And Responsibilities

• Ensure efficient guest registration, checkout, and guest service, applying brand standards.
• Implement company and franchise programs.
• Prepare forecasts and reports, and contribute to the development of the Rooms Division budget.
• Maintain front office systems and equipment to ensure optimal performance.
• Track guest satisfaction surveys and maximize guest response tracking system usage.
• Train entry-level associates and supervisors.
• Develop and implement expense management controls.
• Schedule and control labor costs using labor management tools.
• Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline or termination when necessary for staff members.
• Timely completion of performance appraisals, communicate direction clearly to staff, and interact positively with customers to maintain high levels of customer satisfaction and quality.
• Ensure compliance with front office, guest service, and PBX standard operating procedures and policies.
• Ensure all Front Office Quality Standards are complied with and consistently applied.
• Coordinate activities with other hotel departments to facilitate increased communication and guest satisfaction.
• Affirmative Action Statement: At HEI, we are dedicated to building a diverse and inclusive workplace. If you are 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!

Qualifications And Skills

• Minimum 1 year of front desk experience.
• High School diploma or equivalent required. Hotel experience preferred.
• Proficient with PMS system and computer literacy.
• Advanced knowledge of brand's reward program.
• Able to handle cash and credit transactions.
• Maintain a professional appearance and manner at all times.
• 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 levels 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.
• 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.
• Able to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts offers a comprehensive benefit program designed to support your physical, mental, and financial wellness. This includes 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, and various coverage options like Supplemental, Spousal, and Child Life insurance, Short and Long-Term Disability plans, and a 401(k) Savings Plan with matching funds. Discounts through our 'YouDecide' and Hotel Room Discount programs further incentivize choosing HEI as your employer of the 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.