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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

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

• 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.