Assistant Front Office Manager

				Overview:

 To work closely with the Director of Front Office Operations and night staff to ensure maximum Front Office operating efficiency.

Responsibilities:

*  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.

Omni Hotels & Resorts is an equal opportunity employer. We will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance initiative for hiring.  The EEO is the Law poster and its supplement are available using the following links:EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement 

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com.
			

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