Compensation
Salary Range: $85,000.00 - $95,000.00 Annually

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? Yes

Overview

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

Essential Duties and 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 room's 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.
• 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.
• Demonstrate empathy and respect in all team interactions, fostering an inclusive and supportive work environment.
• Maintains an open-door policy, ensuring team members are heard, valued, and empowered to share ideas or concerns.
• Holds monthly one-on-one meetings with each team member to build relationships, provide guidance, and foster growth and engagement.
• Leads with a collaborative, team-first approach that creates an inclusive and supportive work culture.
• Demonstrates knowledge of hotel operations beyond the Front Office (e.g., Housekeeping, Engineering, Food & Beverage, etc.)
• Understand group and event business, including group resumes, BEOs, and operational impacts.
• Partners effectively with Sales, Banquets and Food & Beverage teams to ensure clear communication and successful execution of group and event experiences.
• 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. Make sure all Front Office Quality Standards are consistently complied with on a weekly/monthly basis.
• 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.
• 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.
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Qualifications and Skills

Education and Experience
• Minimum of 2 years Front Desk experience, preferably in leadership role.
• High School Diploma or equivalent required, Bachelor's degree preferred.

Knowledge, Skills and Abilities
• Proficient with PMS system.
• Advanced knowledge of brand's reward program.
• Able to handle cash and credit transactions.
• Computer literacy and financial management a must.
• 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 cultivate a respectful team culture by demonstrating empathy, valuing diverse perspectives, and supporting employee well-being.
• General knowledge of local area attractions and transportation.
• Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.
• Able to establish and maintain effective working relationships with associates and customers.
• Able to make sound business decisions and take action quickly based on previous experience and good judgment.
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.