Front Office Operations Assistant Manager
1 week ago
About Us:
At Courtyard New York Manhattan/Midtown East, we are dedicated to delivering exceptional service by fostering a positive and rewarding environment for our team members.
Located conveniently to explore the vibrant attractions of New York City, our hotel is just a short distance from renowned landmarks.
We seek enthusiastic individuals who are eager to join our team and look forward to learning more about you.
If you do not meet every single requirement for this position, we encourage you to apply anyway. Research indicates that women and people of color are less likely to apply unless they meet all qualifications.
At HEI, we are committed to creating a diverse and inclusive workplace, so if you are excited about this role but your experience does not align perfectly with every qualification, we still encourage you to submit your application.
You may be the ideal candidate for this or other opportunities within our organization.We value military experience and invite all qualified military candidates to apply.
Overview:
Support the Front Office Manager in overseeing Front Office operations to ensure customer satisfaction, quality service, and adherence to corporate policies while achieving financial objectives.
Responsibilities:
Facilitate smooth guest registration, checkout, and service, ensuring compliance with brand standards.
Implement company and franchise initiatives.
Assist in preparing forecasts and reports and contribute to the Rooms Division budget development.
Monitor and maintain front office systems and equipment for optimal performance.
Analyze guest satisfaction surveys and enhance the use of the guest response tracking system.
Provide training for new associates and supervisors.
Develop and enforce expense management controls.
Utilize labor management tools to effectively schedule and manage labor costs.
Conduct interviews, hire, train, and develop staff, while addressing issues and ensuring open communication. Complete performance evaluations in a timely manner.
Communicate clearly both verbally and in writing to guide staff effectively.
Engage positively with customers and proactively resolve issues to maintain high levels of satisfaction and quality.
Coordinate with other hotel departments to enhance communication and guest satisfaction.
Assist in managing room inventory status to optimize revenue while meeting guest expectations.
Address customer complaints; anticipate potential issues by reviewing complaints, operational flow, and associate performance to ensure high levels of satisfaction and quality.
Build strong relationships with the sales team to discuss and implement strategies to improve occupancy and revenue.
Perform any other job-related duties as assigned.
Qualifications:
Minimum of 1 year of front desk experience.
High School diploma or equivalent required.
Preferred experience in the hospitality industry.
Proficient in PMS systems and possess strong computer skills.
Advanced knowledge of the brand's rewards program.
Able to manage cash and credit transactions.
Maintain a professional appearance and demeanor at all times.
Strong communication skills with guests.
Thorough understanding of all front office operations and individual job responsibilities.
Able to effectively engage with both internal and external customers, demonstrating patience, tact, and diplomacy to resolve conflicts.
General knowledge of local attractions and transportation options.
Must be able to stand for extended periods with or without reasonable accommodation.
Able to recognize and respond to emergency situations.
Establish and maintain effective working relationships with associates and customers.
Remain calm and alert during emergencies and busy periods, serving as a role model for other associates.
Benefits:
HEI Hotels and Resorts is committed to offering a comprehensive benefits program that supports your physical, mental, and financial well-being, recognizing the value of your most important investment - yourself.
For your health and wellness, we provide competitive Medical and Dental plans through Anthem Blue Cross Blue Shield, along with Vision insurance through EyeMed.
For your financial wellness, HEI provides a variety of coverage options, including Supplemental, Spousal, and Child Life insurance, as well as Short and Long-Term Disability plans.
Our 401(k) Savings Plan with matching contributions, along with discounts through our 'YouDecide' and Hotel Room Discount programs, offer additional incentives for choosing HEI as your future employer.
Specific details and eligibility for these programs may vary by location and employment status.
Work today, get paid today We proudly partner with DailyPay, a voluntary benefit that allows our associates to access their earnings when they choose.
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.
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