Assistant Front Office Manager - Embassy Suites by Hilton Portland Downtown (Personal Services)

The beautiful, historic, family friendly Embassy Suites Portland Downtown is seeking an Assistant Front Office Manager to support their guest services and security team! This property has 276 spacious rooms, 2 dining outlets and 12 meeting rooms.

This role will oversee all daily functions to ensure the shift runs smoothly. In this role you will work alongside the guest service agents, ensuring the pre-arrival tasks are completed, check-in process runs smoothly, assist with any guest service recovery issues and assist with billing inquiries. This position also oversees the security team. 

The ideal candidate will possess the following traits:

• 1-year previous experience in front office leadership, Hilton experience is highly preferred
• Open availability, including overnights as needed
• A genuine passion for hospitality
• OnQ experience a plus! 

Shift Pattern: Typically PM shifts, open availability is required, could be overnight shifts to cover PTO or call offs

The Benefits:

We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

·       Access to your pay when you need it through DailyPay

·       Medical Insurance Coverage – for you and your family

·       Mental Health Resources

·       Best-in-Class Paid Time Off (PTO)  

·       Go Hilton travel discount program 

·       Supportive parental leave

·       Matching 401(k)

·       Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount

·       Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)

·       Career growth and development 

·       Team Member Resource Groups

·       Recognition and rewards programs

*Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.

What will I be doing?

As an Assistant Front Office Manager, you would be responsible for assisting in the direction and administration of Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Assist in the management of all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
• Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, conducting counseling and evaluations and delivering recognition and reward
• Train team members while also working at the desk alongside them
• Assist in monitoring and assessing service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Oversee the VIP guest process including, but not limited to, reviewing VIP reservations and ensuring smooth check-in/check-out
• Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!

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