Assistant Front Office Manager (OEM)

About Us Surround yourself with modern comforts at the San Diego Marriott La Jolla. Our stylish hotel positions you near dazzling destinations including La Jolla Shores, Birch Aquarium, the University of California, San Diego and the beautiful Westfield UTC shopping mall. The San Diego Trolley line has been extended North and now stops right outside our hotel for commuting. Our associates enjoy daily free meals in our spacious associate cafeteria, and a monthly Town Hall/luncheon in our ballroom with special delights from our Chef and games and prizes. We also offer free parking on site and hotel discounts with all Marriott brands worldwide. Join our commitment to our community with one of our monthly volunteer activities throughout the city. Come see us today to learn more! 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 The Assistant Front Office Manager supports the daily operation of the Front Office while helping drive a culture centered around accountability, guest satisfaction, operational consistency, and teamwork. This role is responsible for supporting front desk operations, coaching associates, resolving guest concerns, maintaining operational flow, and ensuring brand and service standards are consistently executed. At Marriott La Jolla, this role requires a leader who is operationally engaged, comfortable making decisions in a fast-paced environment, and able to lead through change with professionalism and consistency. The ideal candidate understands that guest service, team accountability, communication, and follow-through are critical to the success of the operation. This position plays a key role in helping elevate the guest experience while supporting a positive and structured work environment aligned with Marriott's commitment to Wonderful Hospitality, always. 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 Salary Range: $21.67 - $23.34 Hourly Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No Benefits HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status. 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. Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act. Welcome to HEI Hotels and Resorts' Career Page. We invite you to explore the current job openings that our company has to offer and to apply for any positions that are of interest to you. Don't see any current openings that align with your interests? Join our talent community to stay in touch with HEI and receive job alerts for opportunities that may be a match for you. Recognizing that our success starts and ends with our associates under our pioneering culture of HEI Loves, we invest in and develop the most passionate and talented people in our industry. We show our love to our associates by providing market-leading compensation packages, generous PTO and flex-time initiatives, outstanding career development and advancement opportunities, and job-appropriate assets and resources. We're always looking for associates who share our passion for hospitality. With a variety of world-class brands in our portfolio, hotel locations throughout the United States, and an unparalleled suite of tools, technology, and training, we're able to provide our associates with a truly unique opportunity to grow and build their future. Find the career that aligns with your goals by beginning your online search today. Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.