Rooms Division Assistant

POSITION SUMMARY


The Rooms Division Assistant at Hilton Garden Inn and Homewood Suites, located at 3939 Ocean Bluff Ave, San Diego, CA 92130, plays a key leadership role in overseeing front desk, housekeeping, and engineering operations. This position is responsible for fostering a proactive, welcoming, and efficient service environment, while mentoring and guiding the front desk team to enhance guest satisfaction. The assistant rooms division manager also collaborates with other departments to ensure seamless operations and uphold the highest standards of service excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES


Guest Experience Management:

• Provide a warm welcome and ensure every guest has an enjoyable and memorable experience.
• Analyze guest feedback and implement improvements in service quality, including resolving escalated guest issues promptly.
• Maintain a clean and safe workspace while ensuring that all guest needs are met, and expectations are exceeded.

Team Management:

• Mentor the front desk team, including supervisors, and set performance standards.
• Develop and enforce policies and procedures for front desk operations to enhance guest satisfaction and efficiency.

Operational Oversight:

• Liaise with housekeeping, maintenance, and sales departments to streamline operations and support hotel occupancy goals.
• Confirm group reservations and arrange personalized services for VIP guests and event attendees.

Administrative Responsibilities:

• Handle cash, checks, and credit cards accurately and confidentially.
• Maintain updated records of bookings and payments, ensuring compliance with company policies.
• Follow proper key control procedures and maintain the confidentiality of guest information.

Sales and Marketing:

• Respond to requests from the Sales Department for upselling and marketing packages.
• Actively engage in selling and marketing the hotel, both in person and over the phone.

REQUIRED SKILLS AND ABILITIES

• Strong leadership and strategic planning abilities, with a focus on staff management and guest satisfaction.
• Advanced problem-solving skills and financial acumen for effective budget management.
• Excellent verbal communication and interpersonal skills, able to work independently and as part of a team.
• Adhere to the policies and procedures of the company.
• Be knowledgeable about your property's layout, facilities and services so that you can answer questions from guests.
• Know and demonstrate emergency procedures, safety precautions and safe work habits.
• Able to clearly communicate to Associates, guests, vendors, Corporate Executives.
• The hotel functions seven days a week, 24 hours a day. All associates must realize this and be aware that at times it may be necessary to move an associate from their preferred shift as business demands. In addition, it is understood that business and weather determine the number of hours that are worked and that some weeks may be scheduled at less than 40 hours and other weeks at more than 40 hours.

BENEFITS

After an initial waiting period, those hired into full time positions are eligible for a competitive benefits package that includes the following:

• Medical, Dental, and Vision Coverage
• Short-Term and Long-Term Disability Income
• Term Life and AD&D Insurance
• Paid Time Off
• Employee Assistance Program
• 401k Retirement Plan

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules and procedure manuals; fluency in English is required, and bilingual skills are a plus.

EXPERIENCE AND/OR EDUCATION

• Any combination of education and experience that provides the required knowledge, skill, and ability.
• A minimum of 1 year of work experience as a Front Desk Agent in a similar operation is preferred.
• Experience with hotel reservation software, especially OnQ PMS, is preferred.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job with or without accommodation. Each associate is expected to carry out all reasonable requests by management which the associate can perform.

While performing the duties of this job, the associate is regularly required to stand, walk, use hands to finger, handle, or feel objects, tools, or controls, and talk or hear. The associate is frequently required to reach with hands and arms. The associate is frequently required to climb or balance, stoop, kneel, crouch, or crawl. The associate must regularly lift and/or move up to 25 pounds and frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are the responsibilities of those an associate will encounter while performing the essential functions of this job. While performing the duties of this job, the associate regularly works near moving mechanical parts, occasionally works in outside weather conditions, and is frequently exposed to vibration. The associate is frequently exposed to fumes or airborne particles, and toxic or caustic chemicals. The associate occasionally works in high precarious places. The noise level in the work environment varies. The associate will most often work alone. The job is primarily indoors with occasional outdoor exposure.