Assistant Front Office Manager (OEM)

About Us

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.

Overview

Essential Duties and Responsibilities

Operational Leadership & Guest Experience

• Support the day-to-day Front Office operation to ensure efficient guest arrivals, departures, room assignments, and service recovery.
• Maintain a strong presence in the lobby and front desk areas during operational hours.
• Ensure all guest interactions are handled professionally, efficiently, and with a guest-first mindset.
• Take ownership of guest concerns and service recovery situations, ensuring timely resolution and follow-through.
• Assist with managing room inventory, room balancing, oversell prevention, and operational communication with Housekeeping and other departments.
• Support the team during high occupancy periods, group arrivals, sell-out situations, and operational challenges.
  

Leadership & Accountability

• Provide coaching, direction, and support to Front Desk Agents and other Rooms Division associates.
• Hold associates accountable to service standards, attendance expectations, grooming standards, and operational procedures in a professional and consistent manner.
• Address operational concerns proactively rather than relying on escalation whenever possible.
• Support the development of a structured and consistent front office operation through clear communication, organization, and follow-through.
• Assist with onboarding and training new associates to ensure operational consistency and brand alignment.
• Partner with department leadership and Human Resources on coaching, documentation, performance concerns, and associate development when appropriate.
  

Operational Standards & Execution

• Ensure compliance with Marriott brand standards, hotel policies, cash handling procedures, and front office SOPs.
• Monitor guest feedback, GSS scores, Qualtrics reviews, and guest recovery trends to identify operational opportunities.
• Utilize labor tools and scheduling practices responsibly while balancing guest service and operational needs.
• Assist in maintaining front office supplies, equipment, systems, and operational readiness.
• Communicate effectively with Housekeeping, Engineering, Sales, Valet, and other operational departments to support the guest experience.
  

Administrative & Financial Support

• Assist with forecasting, reporting, labor tracking, and operational audits as assigned.
• Support expense management and departmental cost control initiatives.
• Ensure accurate documentation, communication logs, and operational reporting.
  

Additional Responsibilities

• Maintain professionalism and composure during high-pressure situations and operational challenges.
• Be available to work flexible schedules including weekends, evenings, holidays, and high occupancy periods based on operational needs.
• Perform other job-related duties as assigned.
  

Non-Negotiable Leadership Expectations
The Assistant Front Office Manager is expected to:

• Lead with accountability and follow through on operational issues and guest concerns.
• Address difficult conversations professionally and directly rather than avoiding conflict.
• Operate with urgency while maintaining professionalism and sound judgment.
• Support a culture of consistency, teamwork, and guest-focused decision making.
• Be an active operational leader, not solely an administrative support role.
  

Qualifications & Skills

Education & Experience

• Minimum one year of hotel Front Office leadership or supervisory experience preferred.
• Prior hotel Front Desk experience required.
• Marriott brand experience preferred.
• Union hotel experience preferred.
• High school diploma or equivalent required.
  

Knowledge, Skills & Abilities

• Strong understanding of Front Office operations, guest service standards, and hotel systems.
• Experience working in fast-paced hospitality environments with changing operational demands.
• Ability to prioritize multiple tasks while maintaining attention to detail and service standards.
• Ability to professionally navigate difficult guest and associate interactions.
• Strong communication and leadership skills with the ability to provide direction and coaching.
• Ability to remain calm and solution-oriented during high-pressure situations.
• Proficiency with PMS systems, guest service platforms, and Microsoft Office applications.
• Understanding of labor management, scheduling, and operational communication.
• Ability to build collaborative relationships across departments.
• Must be able to stand and move throughout the property for extended periods with or without reasonable accommodation.
• This role requires schedule flexibility and operational adaptability. Candidates must be available to work weekends, holidays, AM shifts, PM shifts, and adjusted schedules as needed to support business demands and guest service priorities.
  

Success in This Role
The most successful candidates in this role are individuals who:

• Lead with accountability and professionalism
• Are comfortable working in a fast-paced operational environment
• Communicate effectively and follow through on commitments
• Take initiative and support problem resolution proactively
• Maintain a guest-focused mindset while balancing operational priorities
• Support team collaboration, consistency, and service standards
• Adapt well to changing business needs and operational demands
  

Equal Opportunity Employer
HEI Hotels & Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

Compensation

Benefits

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.