Assistant Front Office Manager

About the position

Responsibilities

• Ensure that Four Diamond standards and a consistent level of guest satisfaction are met.
• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously by Front Office staff.
• Be thoroughly acquainted with the AM and PM checklist; ensuring all needed reports and checklists are run and completed.
• Understand and perform cash handling processes, ensuring each cashier is maintaining bank according to standard.
• Be thoroughly acquainted with all check-in and check-out procedures and policies, including familiarity with all hotel amenities and local attractions.
• Control Parking Procedures and postings to guest accounts ensuring parking revenue.
• Enforce blocking strategy of Good Night's Rest policy.
• Protect confidential guest information and guest room key access according to Front Office SOP's.
• Possess a thorough familiarity with the Select Guest and GHA programs and provide required training to staff.
• Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
• Monitor all guest requests to ensure they are met within the prescribed time limits and handle all guest complaints maintaining a satisfactory impression with the guest.
• Engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
• Conduct continued training with all associates, conducting four Moments of Service on each associate, per month.
• Participate in issue prevention meetings and respond to alerts in Opera according to direction of management.
• Communicate all hotel, guest and group information to associates on a daily basis.
• Become familiar with all hotel operating systems and programs.
• Assist with weekly supply inventory and order front office supplies and uniforms.
• Assist with rate discrepancy report and balance reports and credit check reports daily.
• Adhere to all Systems and Controls of the Front Office, and appropriate areas of responsibilities.
• Assist with the creation of schedules and monitor staffing levels according to business cycles.
• Recruit, interview, hire, and train Front Office line associates.
• Effectively coach and counsel associates as needed and complete performance evaluations.
• Schedule and facilitate monthly OST meetings including agenda development and execution.
• Ensure all Omni Standards are applied with regard to new hire training paperwork and orientation, disciplinary procedures, uniform issuance.
• Maintain a highly motivated and trained staff that continually strives for personalized, quality service and the creation of memorable guest experiences.
• Responsible for payroll: Kronos edits, corrections and job coding.
• Ensure proper daily stand up meetings are held for the staff.
• Cover shifts in the event of call-offs of staff and provide weekend and holiday coverage.
• Represent the Omni Brand and Culture at all times; meeting the expectations outlined in the Omni leadership competencies.
• Reinforce and train associates on Power of One and Power of Engagement principles.
• Support a positive work environment of employee growth and development, interdepartmental teamwork and exceptional customer service.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.

Requirements

• Minimum of 1 year Front Office leadership or Housekeeping leadership experience required or participation in the Omni LID program.
• Previous leadership experience in an upscale, full service hotel environment is required.
• Strong understanding of front office hotel procedures and practices required.
• Exceptional knowledge and understanding of front office operations, including cash handling, check in, check out, and managing room availability.
• Proven leadership skills with the ability to delegate, train, develop, and motivate staff.
• Ability to teach employees the importance of guest interaction and solving internal requests courteously.
• Ability to set priorities for the Front Office team and provide feedback to enhance performance.
• Prior experience managing schedules, payroll, service recovery, and associate relations matters required.
• Ability to communicate clearly and pleasantly in English with guests, management, and co-workers, both in person and by telephone.
• Strong organizational skills with the ability to multi-task and provide guest follow up in a fast-paced environment.
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.
• Ability to handle stressful situations while maintaining a calm and welcoming demeanor.
• Developed computer proficiencies, OPERA experience a plus.
• Must be able to work a variety of shifts, including weekends and holidays.

Nice-to-haves

• Experience in luxury hotel environments.
• Knowledge of local attractions and amenities in Oklahoma City.

Benefits

• Competitive salary and benefits package.
• Opportunities for career advancement within the Omni Hotels & Resorts brand.
• Employee discounts on hotel stays and dining.
• Comprehensive health insurance options.
• 401(k) retirement plan with company matching contributions.