HEI Hotels & Resorts · 1 week ago
Assistant Front Office Manager
Marriott San Ramon - San Ramon, CA
Full-time
Onsite
Entry, Mid Level
$70K/yr - $75K/yr
2+ years expHEI Hotels & Resorts is a company focused on exceptional guest service and is looking for an Assistant Front Office Manager to join their team at the San Ramon Marriott. This role involves ensuring efficient guest registration and service, implementing company programs, and managing front office operations to enhance guest satisfaction.
Responsibilities
Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all Marriott 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
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 FMS-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 office 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
Participate in monthly department meetings developing content and leading discussions along with the Front Office Manager and/or the Director of Rooms
Stay up-to-date with all training compliance
Comply with attendance rules and be available to work on a regular basis on all shifts
Perform any other job-related duties as assigned
Qualification
Required
Minimum 2 years in a supervisory front desk role or 5 years in a front desk agent position with full service hotel experience
High School diploma or equivalent required
Proficient with FMS-PMS system and computer literacy a must
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 and follow through skills meeting or exceeding deadlines
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 front desk agents and other associates
Effective verbal and written communication skills
Ability to adapt communication style to suit different audiences, such as effectively communicating with management, coworkers, guests, etc
Preferred
Hotel experience preferred
Experience with Marriott GXP and Mobile Check-ins a plus
Advanced knowledge of Marriott's reward program
General knowledge of local area attractions and transportation
Benefits
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
Company
HEI Hotels & Resorts
Founded in 1985, HEI Hotels & Resorts is one of the nation’s leading privately held hotel investment and third-party management companies.
10001+ employees
H1B Sponsorship
HEI Hotels & Resorts has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2023 (1)
2022 (3)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Ted Darnall
CEO Lodging and Technical Services Companies
Brad Koch
Chief Technology Officer
Recent News
2025-09-12
Seattle TechFlash
2025-04-14
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