Assistant Front Office Manager - OEM

HEI Hotels and Resorts • Boston, MA

1d • Onsite

About The Position

Hyatt Regency Boston Harbor is a distinctive full-service waterfront hotel recognized with a 2024 TripAdvisor Travelers' Choice Award and several Best of Weddings Awards. The 270-room property prides itself on an inclusive and supportive environment, offering associates opportunities for career advancement and boasting a 95% Associate Satisfaction score. The company provides a free hot meal during shifts and a comprehensive, competitive benefit program. The location is convenient for commuters with free on-site parking and nearby MBTA stations. HEI is dedicated to building a diverse and inclusive workplace and encourages all qualified candidates, including those with U.S. military experience, to apply even if their experience doesn't perfectly align with every qualification. The Assistant Front Office Manager will support the Front Office Manager in overseeing Front Office operations to ensure customer satisfaction, quality service, and adherence to corporate/franchise policies and procedures, while also meeting financial objectives. This role is crucial for ensuring efficient and friendly guest interactions during arrival, departure, and all other contact points.

Requirements

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

Nice To Haves

• Hotel experience preferred.

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in the development of the Rooms Division budget.
• Monitor and maintain the front office systems and equipment to ensure their optimum performance.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Provide training for entry level associates and supervisors.
• Develop and implement controls for expense management.
• Utilize labor management tools to schedule and control labor costs.
• Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members.
• Ensure timely completion of performance appraisals.
• Communicate both verbally and in writing to provide clear direction to staff.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Ensure compliance of front office, guest service, and PBX standard operating procedures and policies.
• Ensure all Front Office Quality Standards are complied with and are consistently applied.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Maintain all front desk related equipment and a par stock of supplies.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Benefits

• Free hot meal during your shift
• Benefit eligibility within first 30 days
• Health plans for medical, dental & vision
• Generous 401k match
• Paid time off including vacation, sick time and flexible holidays
• Tuition reimbursement
• Hotel stay discounts
• Comprehensive benefit program that offers choices for your physical, mental and financial wellness
• 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
• Supplemental, Spousal and Child Life insurance
• Short and Long-Term Disability plans
• 401(k) Savings Plan with matching funds
• Discounts through our 'YouDecide' and Hotel Room Discount programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees