HEI Hotels & Resorts

Careers

Assistant Front Office Manager (4029)

Location: Whippany, NJ

Property: Marriott Hanover

Salary: Highly Competitive Salary

Date Posted: 10/14/2009

Type of Position: Management

Relocation Available: No

Company Overview

HEI views our associates as our greatest resource, and we hire and develop the best.

We have a culture of winning; we embrace change, thrive on challenge and always seek to surpass our personal bests. Defined by our unique business platform, our environment is fast-paced, expansive and ever-evolving…yet stable, consistent, enduring. It is a high-performance culture where innovation and entrepreneurial-spirit are evident; initiative and results are rewarded.

Our people know they're "in on the ground floor" of a company with all the cornerstones of success in place: experienced leaders, steady investors, a strong track record and long-term career potential. And in turn, each of our associates thrive because HEI's distinctly advantaged infrastructure creates a supportive, educational culture as well as unlimited opportunities for personal and professional success on every level.

An engaging, high-energy environment, HEI presents a rare career opportunity: the chance to shape a powerful leader in the hospitality industry.

Property Overview

Marriott Hanover 1401 Rt 10 E Whippany, NJ 07981 Phone: (973) 538-8811 Beautifully situated in the Whippany/Parsippany Area, the Marriott Hanover is located just miles outside New York City and Newark Liberty International Airport. Renovated in 2007 the hotel has an elegant comfortable lobby, indoor and outdoor pool and state of the art fitness center. Surrounded by over 50 Fortune 500 companies, the 353-room Marriott Hanover is ideal for business meetings with over 18,000 sq feet of flexible meeting space. Additionally, the hotel is home to the Auld Shebeen, an authentic Irish Pub fashioned in Ireland from reclaimed materials and reassembled at the Marriott Hanover. Recently purchased by HEI Hotels & Resorts, the hotel is part of the fastest growing owner/operator in hospitality, featuring strong leadership, excellent benefits, and growth opportunities across the US.

Description

Job Description
Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and all other guest contact are conducted in an efficient and friendly manner.
•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.

Experience, Skills and Knowledge
•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.
•Communicate well with guests.
•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.
•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.
•Command of the English language both written and verbal.

Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefits plan 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, Dental and Vision Insurance programs geared to you and your family’s needs as well as Vacation/Sick/Holiday benefits. For your financial wellness HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life Insurance and Short and Long-Term Disability. In addition, 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.

HEI Hotels and Resorts is an equal opportunity employer M/F/V/D

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