Front Office Assistant Manager

JOB PURPOSE: To ensure the maximum guest satisfaction in a consistent and controlled atmosphere providing Food and Beverage products complying with Omni Food & Beverage standards. Responsible for the proper training and supervision of Food & Beverage personnel.

ESSENTIAL JOB FUNCTIONS:

• Ensure that Four Diamond standards and a consistent level of guest satisfaction are met.
• To be thoroughly acquainted with front desk, guest services, and ideal services operations.
• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously by Front Office staff (proper posting of staff, grooming standards, MOS standards being followed).
• To be thoroughly acquainted with all check-in and check-out procedures and policies, including familiarity with all hotel amenities and local attractions.
• Ensure all needed reports and checklists are run and completed.
• Continued training done with all associates - conducting four Moments of Service on each associate, per month.
• To appropriately protect confidential guest information and guest room key access according to Front Office SOP’s.
• Possess a thorough familiarity with the Select Guest program. Provide required SG 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.
• Effectively engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
• 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.
• Assist with 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.
• Responsible for scheduling and facilitating monthly OST meetings including agenda development and execution (one training hour per month and meeting minutes on file in HR monthly).
• Responsible for ensuring 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.
• 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.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.

QUALIFICATIONS:

• Minimum of 3 years directly related experience (Hotel-Front Desk) in a managerial role.
• Exceptional knowledge and understanding of front office and guest services operations.
• Candidate must have proven leadership skills and must be able to delegate, effectively train, develop, and motivate staff.
• Ability to teach employees importance of, and how to interact with internal/external guests and courteously solve internal requests
• Able to set priorities for the Front Office team and provide feedback to others that enhances performance.
• Prior experience managing schedules, payroll, service recovery and associate relations matters required.
• Ability to clearly and pleasantly communicate both verbally and in writing 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.

ENVIRONMENT & POSITION ANALYSIS:

• Move, bend, lift, carry, push, pull, and place objects weighing up to 40 pounds without assistance.
• Stand or walk for an extended period or for an entire work shift. 
• Requires repetitive motion.
• May work both indoors and outdoors in motor lobby parking area.