Assistant Front Office Manager

7 days ago

Atlanta, Georgia, United States Omni Hotels Full time
Job Description

Job Title: Assistant Front Office Manager - Hotel Operations

Job Summary:

We are seeking a highly motivated and experienced Assistant Front Office Manager to join our team at Omni Hotels. As a key member of our Front Office team, you will be responsible for ensuring maximum operating efficiency and providing exceptional guest experiences.

Key Responsibilities:

  • Guest Services: Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously by Front Office staff.
  • Front Office Operations: Assist the Front Office Manager with the oversight of all operations relating to the Front Office, resulting in high levels of guest satisfaction and associate development.
  • Cash Handling and Security: Understand and perform cash handling processes, ensuring each cashier is maintaining bank according to standard.
  • Room Blocking and Management: Monitor blocking strategy of rooms controller and make appropriate revisions in relation to guest requests and room availability.
  • Confidentiality and Security: 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 GHA programs. Provide required SG and GHA 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 Engagement: 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: Continue training done with all associates - conducting Moments of Service Audits on a monthly basis to 100% completion.
  • Communication: Participate in guest engagement meetings and respond to alerts in Opera according to direction of Front Office department head and Director of Rooms.
  • Supply Management: Assist with weekly supply inventory and order front office supplies and uniforms.
  • Reporting and Analysis: Assist with rate discrepancy report, balance reports and credit check reports daily.
  • Systems and Controls: Adhere to all Systems and Controls of the Front Office, and appropriate areas of responsibilities.
  • Scheduling and Staffing: Assist with the creation of schedules and monitor staffing levels according to business cycles.
  • Recruitment and Training: Recruit, interview, hire, and train Front Office line associates.
  • Coaching and Counseling: Effectively coach and counsel associates as needed and complete performance evaluations.
  • Payroll and Benefits: Responsible for payroll: Kronos edits, corrections and job coding.
  • Team Leadership: Ensure proper daily stand up meetings are held for the staff.
  • Coverage and Support: Responsible for covering shifts or modifying the schedule in the event of call-offs of staff.
  • Brand Representation: Represent the Omni Brand and Culture at all times; meeting the expectations outlined in the Omni leadership competencies.
  • Employee Development: 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.
  • Confidentiality and Integrity: Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.

Requirements:

  • Experience: Minimum of 1 year Front Office Management experience required or participation in the Omni LID program. Previous leadership experience in an upscale, full service hotel environment is required.
  • Leadership Skills: Must have proven leadership skills and must be able to delegate, effectively train, develop, and motivate staff.
  • Communication Skills: 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.
  • Organizational Skills: Strong organizational skills with the ability to multi-task and provide guest follow up in a fast paced environment.
  • Stress Management: Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.
  • Availability: Must be able to work a variety of shifts, including weekends and holidays. May require working overnight shifts.

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