Assistant Front Office Manager

Omni Barton Creek Resort & Spa; Austin (TX); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking an Assistant Front Office Manager to join their vibrant team at a prestigious resort. This role is perfect for individuals who thrive in a fast-paced environment and are passionate about delivering exceptional customer experiences. You will oversee daily operations, ensure high standards of service, and lead a team dedicated to excellence. With a focus on teamwork and individual growth, this position offers a unique opportunity to make a significant impact in a renowned hospitality setting. If you are motivated and enjoy fostering a positive work culture, this could be your ideal career move.

Qualifications

• 1+ years of Front Office Management experience in a hotel environment.
• Proven leadership skills and ability to motivate staff effectively.

Responsibilities

• Ensure guest satisfaction and adherence to Four Diamond standards.
• Recruit, train, and evaluate Front Office staff performance.

Skills

Leadership Skills

Communication Skills

Organizational Skills

Multi-tasking

Customer Service

Education

Experience in Front Office Management

Leadership Experience in Upscale Hotel

Tools

Kronos

Opera

Job description

Overview

Barton Creek Resort & Spa

Barton Creek Resort & Spa's success is due to its dedicated, intelligent and self-motivated family of associates who work together to maintain the company's trademark high standards. If you would like to be a part of an environment where teamwork is emphasized and individual excellence is encouraged then this is the place for you.

Omni Barton Creek Resort and Spa’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Barton Creek may be your perfect match.

Job Description

Omni Hotels & Resorts is seeking Assistant Front Office Manager for the beautiful new Barton Creek Resort & Spa!

If you love hospitality, creating amazing customer experiences, and the structure and benefits that come from working with a hotel company then you will love working with Omni!

We are proud to announce we ranked among the best resorts in Texas: Top 10 Resorts in the Southwest Conde Nast Traveler and Top 5 Resorts in Texas Travel + Leisure World's Best Awards 2024.

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 (proper posting of staff, grooming standards, MOS standards being followed).
• 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.
• Monitor blocking strategy of rooms controller and make appropriate revisions in relation to guest requests and room availability.
• Appropriately protect confidential guest information and guest room key access according to Front Office SOP’s.
• Possess thorough familiarity with the Select Guest and GHA programs. Provide required SG and GHA 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.
• Continued training done with all associates - conducting Moments of Service Audits on a monthly basis to 100% completion.
• Participate in guest engagement meetings and respond to alerts in Opera according to direction of Front Office department head and Director of Rooms.
• Communicate all hotel, guest and group information to associates on a daily basis.
• Assist with weekly supply inventory and order front office supplies and uniforms.
• Assist with rate discrepancy report, 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.
• Assist the department head with scheduling and facilitating monthly OST meetings including agenda development and execution (one training hour per month and meeting minutes on file in HR monthly).
• Ensure all Omni Standards are applied with regard to new hire training paperwork and orientation, disciplinary procedures, uniform issuance.
• Responsible for payroll: Kronos edits, corrections and job coding.
• Ensure proper daily stand up meetings are held for the staff.
• Cover shifts or modify the schedule in the event of call-offs of staff.
• 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 All In 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.

Qualifications

• 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.
• Must have proven leadership skills and must be able to delegate, effectively train, develop, and motivate staff.
• 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 handle stressful situations, while maintaining a calm and welcoming demeanor.
• Must be able to work a variety of shifts, including weekends and holidays.