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Front Office Operations Assistant Manager

2 months ago

Waltham, Massachusetts, United States The Westin Waltham Full time

About Us:
Located just a short distance from downtown Boston, The Westin Waltham Boston offers convenient access to various local attractions. Our team members enjoy a range of excellent benefits, including complimentary onsite parking, meals, and uniform dry cleaning. We also provide dental cleanings every six months and an annual flu shot for those enrolled in our medical/dental benefits. For fitness enthusiasts, we offer free access to our WestinWORKOUT Fitness Studio. At The Westin Waltham, we prioritize your well-being so you can focus on delivering exceptional service to our guests.

Commitment to Diversity:
We understand that not every candidate will meet all the qualifications listed. Research indicates that women and people of color are less likely to apply unless they meet every requirement. At HEI, we are committed to fostering a diverse and inclusive workplace. If you are enthusiastic about this position but your experience does not perfectly align with every qualification, we encourage you to apply. You might be the ideal candidate for this or other roles within our organization.

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

Position Overview:
Assist the Front Office Manager in overseeing Front Office operations to ensure customer satisfaction, quality service, and adherence to corporate policies while achieving financial objectives. Ensure efficient handling of guest arrivals, departures, and all other interactions.

Key Responsibilities:

  • Facilitate efficient guest registration, checkout, and service while upholding brand standards.
  • Implement company and franchise initiatives.
  • Prepare forecasts and reports, assisting in the Rooms Division budget development.
  • Monitor front office systems and equipment for optimal performance.
  • Track guest satisfaction metrics and enhance the use of guest feedback systems.
  • Provide training for new associates and supervisors.
  • Develop and implement expense management controls.
  • Utilize labor management tools for scheduling and cost control.
  • Conduct interviews, hire, train, and develop staff, ensuring open communication and timely performance evaluations.
  • Communicate clearly with staff both verbally and in writing.
  • Engage positively with customers and resolve issues to maintain high satisfaction levels.
  • Ensure compliance with front office and guest service operating procedures.
  • Coordinate with other hotel departments to enhance communication and guest satisfaction.
  • Assist in managing room inventory to optimize revenue while meeting guest expectations.
  • Maintain front desk equipment and supplies.
  • Address customer complaints proactively and monitor operational issues.
  • Collaborate with the sales team to implement strategies for improving occupancy and revenue.
  • Adhere to attendance policies and maintain regular availability.
  • Perform additional job-related duties as assigned.

Qualifications:

  • Minimum of 1 year of front desk experience.
  • High School diploma or equivalent required.
  • Preferred hotel experience.
  • Proficient in PMS systems and computer literacy.
  • Advanced knowledge of brand reward programs.
  • Able to manage cash and credit transactions.
  • Maintain a professional demeanor at all times.
  • Effective communication skills with guests.
  • Thorough knowledge of front office operations.
  • Able to handle diverse customer interactions with patience and tact.
  • Strong organizational skills and ability to manage multiple tasks.
  • General knowledge of local attractions and transportation.
  • Must be able to stand for extended periods.
  • Able to recognize emergency situations.
  • Establish and maintain effective working relationships.
  • Remain calm during busy periods and emergencies.
  • Excellent verbal and written communication skills.

Benefits:
HEI Hotels and Resorts is dedicated to offering a comprehensive benefits program that supports your physical, mental, and financial well-being. We provide competitive medical and dental plans, along with vision insurance. Our vacation, sick leave, and holiday programs allow you to take necessary time off. Financially, we offer various coverage options, including life insurance and disability plans. Our 401(k) Savings Plan with matching contributions and discounts through our employee programs further enhance your experience with HEI.

Work Today, Get Paid Today:
We proudly partner with DailyPay, allowing our associates to access their earnings as needed.

Equal Opportunity Employer:
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.