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Front Office Manager

2 months ago

Hilton Head, South Carolina, United States Omni Hotels Full time

Job Summary:

The Front Office Manager will be responsible for assisting the Director of Front Office with the oversight of operations relating to the Front Office. This includes ensuring maximum operating efficiency, high levels of guest satisfaction, and associate development.

Key Responsibilities:

  • Guest Services: 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.
  • Operations: 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.
  • Check-in and Check-out Procedures: Be thoroughly acquainted with all check-in and check-out procedures and policies, including familiarity with all hotel amenities and local attractions.
  • Parking Procedures: Control Parking Procedures and postings to guest accounts ensuring parking revenue.
  • Confidentiality: Appropriately protect confidential guest information and guest room key access according to Front Office SOPs.
  • Training and Development: Possess a thorough familiarity with the Select Guest and Global Hotel Alliance programs. Provide required Select Guest and Global Hotel Alliance training to staff.
  • Rate Management: Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
  • Guest Requests and Complaints: 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.
  • Service Recovery: Effectively engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
  • Associate Development: Continued training done with all associates. Participate in issue prevention meetings and respond to alerts in Opera according to direction of management.
  • Communication: Communicate all hotel, guest and group information to associates on a daily basis.
  • Systems and Controls: Become familiar with all hotel operating systems and programs. Assist with weekly supply inventory and order front office supplies and uniforms.
  • Rate Discrepancies: Assist with rate discrepancy report.
  • Balance Reports: Assist with balance reports and credit check reports daily.
  • Scheduling and Staffing: Assist with the creation of schedules and monitor staffing levels according to business cycles.
  • Training and Coaching: Train Front Office line associates. Effectively coach and counsel associates as needed and complete performance evaluations.
  • OST Meetings: 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).
  • Omni Standards: Responsible for ensuring all Omni Standards are applied with regard to new hire training paperwork and orientation, disciplinary procedures, uniform issuance.
  • Team Development: Maintain a highly motivated and trained staff that continually strives for personalized, quality service and the creation of memorable guest experiences.
  • Omni Brand and Culture: 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.
  • Guest and Associate Engagement: Be actively engaged with our guests and hotel associates, demonstrating and rewarding Power of One behaviors.
  • Work Environment: Support a positive work environment of employee growth and development, interdepartmental teamwork and exceptional customer service.
  • Safety and Security: Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
  • Company Policies: Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
  • Teamwork: Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.