Front Office Operations Manager
6 days ago
The Westin La Paloma Resort & Spa is a 250-acre desert resort nestled in the foothills of Tucson's Santa Catalina Mountains. Our resort features 487 rooms and 60,000 square feet of meeting space. We offer exciting employment opportunities in our rooms division, food and beverage, and administrative departments.
Job SummaryWe are seeking an experienced Front Office Operations Manager to assist the Front Office Manager in managing the Front Office operations. The successful candidate will be responsible for ensuring customer satisfaction, quality service, and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals.
Key Responsibilities- Ensure efficient guest registration, checkout, guest service, and telephone service while maintaining brand standards.
- Implement company and franchise programs to drive revenue growth and improve guest satisfaction.
- Prepare forecasts and reports to assist in the development of the Rooms Division budget.
- Monitor and maintain front office systems and equipment to ensure optimal performance.
- Track guest satisfaction surveys and maximize usage of the guest response tracking system.
- Provide training for entry-level associates and supervisors to ensure a high level of customer service.
- Develop and implement controls for expense management to minimize costs.
- Utilize labor management tools to schedule and control labor costs.
- Interview, hire, train, develop, and resolve problems with staff members to ensure a positive work environment.
- Communicate effectively with customers and staff to resolve issues and maintain a high level of customer satisfaction.
- Minimum 1 year of front desk experience.
- High School diploma or equivalent required.
- Hotel experience preferred.
- Proficient with PMS system and computer literacy a must.
- Advanced knowledge of brands reward program.
- Able to handle cash and credit transactions.
- Maintain a professional appearance and manner at all times.
- Communicate well with guests.
- Must possess thorough knowledge of all front office operations and individual job requirements.
- Able to effectively deal with internal and external customers.
- Able to manage multiple tasks at all times and have excellent organizational skills.
HEI Hotels and Resorts offers a comprehensive benefit program that includes competitive Medical and Dental programs, Vision insurance, Vacation, Sick, and Holiday programs, and a 401(k) Savings Plan with matching funds. We also offer discounts through our 'YouDecide' and Hotel Room Discount programs.
We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.
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.
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