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About the Role

Assist the Front Office Manager in managing Front Office operations to achieve customer satisfaction, quality service, and compliance with corporate/franchise policies and procedures while meeting financial goals. Ensure efficient and friendly guest interactions during arrival, departure, and other guest contact points.

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, applying all brand standards.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in budget development for the Rooms Division.
• Monitor and maintain front office systems and equipment for optimal performance.
• Track guest satisfaction surveys and maximize the use 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 for scheduling and controlling labor costs.
• Interview, hire, train, develop, resolve problems, communicate openly, and recommend discipline or termination as appropriate for staff members.
• Ensure timely completion of performance appraisals.
• Communicate verbally and in writing to provide clear direction to staff.
• Interact positively with customers and resolve problems to maintain high customer satisfaction and quality.
• Ensure compliance with front office, guest service, and PBX standard operating procedures and policies.
• Ensure all Front Office Quality Standards are complied with and consistently applied.
• Coordinate activities with other hotel departments to enhance communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal revenues while maintaining high guest expectations.
• Maintain all front desk related equipment and a par stock of supplies.
• Resolve customer complaints and anticipate potential problems by monitoring complaints, operational issues, business flow, and associate performance.
• Develop strong relations with the sales team to discuss and implement sales strategies to 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.

Requirements

• Minimum 1 year of front desk experience.
• High School diploma or equivalent required.
• Hotel experience preferred.
• Proficient with PMS system and computer literacy required.
• 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, requiring patience, tact, and diplomacy to defuse anger, collect information, and resolve conflicts.
• Able to manage multiple tasks at all times with excellent organizational skills.
• General knowledge of local area attractions and transportation.
• Must be able to stand for 4 or more hours at a time.
• 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.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences.

Skills

• Front desk operations
• Guest registration
• Guest service
• Telephone service
• Brand standards implementation
• Forecasting
• Budget development
• Front office systems and equipment management
• Guest satisfaction tracking
• Training
• Expense management
• Labor management
• Staff interviewing and hiring
• Staff development
• Problem resolution
• Communication
• Customer interaction
• Conflict resolution
• Organizational skills
• Cash and credit transactions handling
• Sales strategy implementation
• PMS system proficiency
• Computer literacy
• Brand reward program knowledge

Experience Level

• Minimum 1 year of front desk experience

Education Level

• High School diploma or equivalent

Salary/Compensations

• $55,000.00 - $60,000.00 Annually

Benefits

• Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield
• Vision insurance programs through EyeMed
• Vacation program
• Sick program
• Holiday program
• Pet insurance through the ASPCA
• Supplemental Life insurance
• Spousal Life insurance
• Child Life insurance
• Short-Term Disability plans
• Long-Term Disability plans
• 401(k) Savings Plan with matching funds
• 'YouDecide' discounts
• Hotel Room Discount programs

About the Company

• HEI Hotels & Resorts is proud to welcome the Freehand New York to our growing portfolio of distinguished properties.
• Freehand is a collection of hotels that combine the social culture of a hostel with innovative design, award winning food and beverage, and a community-driven atmosphere.
• At HEI, we understand that exceptional hotels are built by exceptional people.
• Our continued success is driven by our associates — the heart of every guest experience.
• Where people choose to work matters.
• In return for that choice, we are committed to providing competitive compensation and benefits, industry-leading tools and training, and a culture that empowers growth and excellence.
• Simply put, we honor the privilege of our associates choosing HEI by investing in them — ensuring they thrive, grow, and elevate every property we serve.

Equal Opportunity

• 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.
• Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information.
• You may be the perfect candidate for this or for other roles within our organization!
• We value U.S. military experience and invite all qualified military candidates to apply.