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About the Role

The Jay, Autograph Collection is San Francisco's newest luxury lifestyle hotel, seeking associates who enjoy exceeding guest expectations and delivering professional, approachable service as a "friend-in-the-know." This is an opportunity to help grow a newly renovated luxury destination and be part of an exciting time in the hotel's history.

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.

Requirements

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 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.

Skills

Effective verbal and written communication skills.
Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Location

San Francisco

Work Type

Full-time

Experience Level

1 year of front desk experience

Education Level

High School diploma or equivalent

Salary/Compensations

$31.00 - $32.00 Hourly

Benefits

Comprehensive medical plan
Free employee meal per shift
Discounted public transportation
All associate outings
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

About the Company

The Jay, Autograph Collection is San Francisco's newest luxury life-style hotel, where new-age San Franciscans gather, find inspiration, and celebrate our city.
With a quiet but blossoming and vibrant location in the heart of the Embarcadero and adjacent to Jackson Square, The Jay, completely renovated, is an ode to classic San Francisco; peppered with bits of nostalgia, but led mostly by its modern structure and sophisticated style.
The design and offerings of the hotel are inspired by the makers and innovators who made San Francisco great.
We are seeking associates who enjoy exceeding guest expectations and strive to deliver a professional and approachable level of service as a “friend-in-the-know” when it comes to engaging our luxury life-style guests.
An opportunity to help continue to grow a completely renovated and redesigned luxury destination, creating the newest jewel of San Francisco’s Embarcadero/Jackson Square/FiDi neighborhood.
We offer competitive benefits for all associates.
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!
HEI Hotels and Resorts is an equal opportunity employer.

Equal Opportunity

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.
Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.