Guest Experience & Rooms Leader in Development

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.

Compensation

Overview

Primary Objectives

• Develop a comprehensive understanding of Front Office and Housekeeping operations and leadership responsibilities.
• Support exceptional guest experiences through service excellence, cleanliness standards, and operational consistency.
• Champion Bayside Culture initiatives and reinforce the values that define the Wyndham San Diego Bayside experience.
• Participate in training, development, recognition, onboarding, and associate engagement programs.
• Gain exposure to labor management, productivity standards, scheduling, forecasting, service recovery, and operational accountability.
• Build leadership skills necessary for future advancement into a Front Office Manager or Housekeeping Manager position.
• Serve as a visible culture ambassador who models positive behaviors and supports associate success.

Learning & Development Responsibilities

• Training & Development - "Strength in Support"
• Participate in a structured Rooms Division leadership development program.
• Gain hands-on experience in Front Office, Housekeeping, Public Areas, Laundry, PBX, and Guest Services operations.
• Participate in cross-training experiences across departments.
• Assist with onboarding and training initiatives for new associates.
• Learn labor management tools, scheduling practices, productivity standards, and operational planning.
• Participate in room inspections, guest recovery opportunities, quality assurance reviews, and service improvement initiatives.
• Gain exposure to recruiting, interviewing, coaching, performance management, and associate development processes.

Management Modeling - "Freedom to Shine"

• Lead by example through professionalism, accountability, positivity, and service excellence.
• Participate in departmental meetings, culture discussions, and operational reviews.
• Support interdepartmental cooperation and collaboration.
• Participate in hotel events, associate engagement initiatives, and community involvement opportunities.
• Demonstrate behaviors that reinforce trust, teamwork, recognition, and associate engagement.

Operational Partnership

• Work alongside Front Office and Housekeeping leaders to support daily operational priorities.
• Assist in maintaining room readiness, cleanliness standards, and guest satisfaction initiatives.
• Support service recovery efforts and identify opportunities to enhance the guest experience.
• Participate in monitoring guest feedback, service scores, cleanliness scores, and operational performance metrics.
• Support communication and collaboration between departments to ensure a seamless guest journey.

Bayside Culture Champion

• Hospitality - Deliver genuine care and personalized service.
• Belonging - Create an environment where every associate feels welcomed, respected, recognized, and valued.
• Unity - Promote teamwork, collaboration, and partnership across departments.
• Coastal Soul - Represent the warmth, energy, and authentic spirit of the San Diego waterfront experience.
• Empowerment - Support continuous learning, personal growth, accountability, and leadership development.
• Commitment - Demonstrate dedication to operational excellence, service quality, professional development, and the success of fellow associates.

Culture Ambassador Responsibilities

• Recognition - "Pride in Purpose"
• Participate in associate recognition programs including Associate Spotlights, Bay Star recognition, and departmental celebrations.
• Celebrate achievements and reinforce behaviors that align with Bayside Culture values.

New Hire Experience - "Come Ride the Bayside Wave with Us"

• Support onboarding activities and help create a warm and welcoming experience for new associates.
• Serve as a positive example of Bayside Culture and service excellence.

Feedback - "Shared Rhythm, Powered by Genuine Care"

• Participate in associate listening opportunities, department meetings, focus groups, and culture conversations.
• Encourage open communication and continuous improvement.

Success Profile

• Success in this role is measured by the individual's growth as a future Rooms Division leader, their understanding of Front Office and Housekeeping operations, their contribution to guest satisfaction and associate engagement, and their ability to actively champion the Bayside Culture.

Qualifications and Skills

Education and Experience:

• Minimum 1 year of front desk experience.
• High School diploma or equivalent required.
• Hotel experience preferred.

Knowledge, Skills and Abilities

• Proficient with PMS system and computer literacy a must.
• Advanced knowledge of brand's reward program.
• Able to handle cash and credit transactions.
• Maintain a professional appearance and manner at all times.
• Must possess thorough knowledge of all front office operations and individual job requirements.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Able to manage multiple tasks at all times and have excellent organizational skills.
• General knowledge of local area attractions and transportation.
• Must be able to stand up for 4 or more hours at a time with or without reasonable accommodation.
• Able to observe and detect signs of emergency situations.
• Able to establish and maintain effective working relationships with associates and customers.
• Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

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.