Assistant Front Office Manager

Omni Hotels & Resorts; Orlando (FL); On-site; USD 40,000 - 65,000; Full time

Job summary

Omni Hotels & Resorts in Orlando seeks a Front Office Supervisor to work with Front Office leadership, Night Audit, and Guest Services to maximize efficiency and guest satisfaction. You will oversee registration, reporting, and issue resolution while maintaining professional standards across all shifts.

Candidate must have 1-2 years in Front Office or Guest Service Management, with strong English communication, and familiarity with front office procedures.

Qualifications

• 1-2 years of Front Office or Guest Service Management experience required.
• Hospitality leadership experience outside of Front Office may be considered.
• Strong understanding of front office hotel procedures and practices required.

Responsibilities

• Oversee registration procedures and ensure cards are completed.
• Run required reports and communicate with department managers nightly.
• Handle guest complaints to sustain satisfaction and resolution.
• Train associates on hotel systems and procedures.
• Manage inventories and rate discrepancies for daily adjustments.
• Coordinate arrivals (VIPs, special requests) for following day.
• Prepare group information sheets and balance/check-out reports.
• Perform daily credit checks and maintain front office controls.

Skills

Guest service management

English communication

Staff development

Time management

Problem solving

Operations knowledge

Education

High school diploma or equivalent

Tools

OPERA

Job description

Purpose:

To work closely with the Front Office Manager, Front Desk Supervisors, Ideal Services, Overnight Staff, Guest Services and Shuttle services to ensure maximum operating efficiency. To oversee the development of all Front Office Associates Managing and problem-solving associate and guest issues while always remaining professional.

Essential Functions:

• Ensure registration cards are completed.
• Ensure all needed reports are run.
• Communicate with all department managers on a continuing basis. Especially the communication with Night Audit each evening/morning.
• Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints.
• Be very familiar with the hotel computer system for training maintenance and trouble shooting.
• Complete weekly supply inventories to ensure adequate pars of such.
• Complete rate discrepancy report and make needed changes.
• Block/assign applicable arrivals for the following day, i.e. V.I.P.'s, ESP's, Special Requests, etc.
• Prepare group information sheets.
• Complete check-out with balance report.
• Complete credit check daily.
• Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
• Assure knowledge and training of Marketing Programs of company and hotel.
• Understand all emergency procedures.
• Understand all radio codes.
• Ensure 1 hour per associate of documented training happens every month
• Ensure representation at the Safety and Sensory Advisory Board Meetings.
• Conduct appropriate number of MOS Checklists for each associate every month.
• Conduct a monthly department meeting.
• Monthly review of AAA Standards with all associates.
• Ensure incentive program is running effectively.
• Ensure all items on the SOP review are handled in a timely manner.
• Ensure that all standards on the overnight shift are being adhered to.
• Broad knowledge of Epitome, Synergy and Vingcard systems.
• Broad knowledge of all Resort services and amenities.
• Knowledge of reservations special packages.
• Ensure cleanliness and organization of the department.
• Computer and printer, typewriter, telephone, pen/pencil, photo-copying machine, facsimile machine, radio, Nextel and Bell cart.
• Interior and on occasion exterior of hotel with exposure to weather conditions.
• Perform other reasonable job duties, such as special projects as directed by the leaders.

Essential Functions:

• Ensure registration cards are completed.
• Ensure all needed reports are run.
• Communicate with all department managers on a continuing basis. Especially the communication with Night Audit each evening/morning.
• Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints.
• Be very familiar with the hotel computer system for training maintenance and trouble shooting.
• Complete weekly supply inventories to ensure adequate pars of such.
• Complete rate discrepancy report and make needed changes.
• Block/assign applicable arrivals for the following day, i.e. V.I.P.'s, ESP's, Special Requests, etc.
• Prepare group information sheets.
• Complete check-out with balance report.
• Complete credit check daily.
• Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
• Assure knowledge and training of Marketing Programs of company and hotel.
• Understand all emergency procedures.
• Understand all radio codes.
• Ensure 1 hour per associate of documented training happens every month
• Ensure representation at the Safety and Sensory Advisory Board Meetings.
• Conduct appropriate number of MOS Checklists for each associate every month.
• Conduct a monthly department meeting.
• Monthly review of AAA Standards with all associates.
• Ensure incentive program is running effectively.
• Ensure all items on the SOP review are handled in a timely manner.
• Ensure that all standards on the overnight shift are being adhered to.
• Broad knowledge of Epitome, Synergy and Vingcard systems.
• Broad knowledge of all Resort services and amenities.
• Knowledge of reservations special packages.
• Ensure cleanliness and organization of the department.
• Computer and printer, typewriter, telephone, pen/pencil, photo-copying machine, facsimile machine, radio, Nextel and Bell cart.
• Interior and on occasion exterior of hotel with exposure to weather conditions.
• Perform other reasonable job duties, such as special projects as directed by the leaders.

Qualifications:

• Minimum of 1-2 years of Front Office or Guest Service Management experience required. Hospitality leadership experience outside of these departments may be considered. Strong understanding of front office hotel procedures and practices required.
• Must be able to work approximately 50 hours per week, flexible shifts, including weekends and holidays.
• 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.
• Ability to work cohesively with co-workers both within and outside of your department.
• Ability to compute accurate mathematical calculations.
• Ability to think clearly, quickly and make concise decisions.
• Ability to prioritize, organize and follow up.
• 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.
• Able to work with management on special projects.
• Able to set priorities for the front office team and provide feedback to others that enhances performance.
• Candidate must have proven leadership skills and must be able to direct, develop and motivate staff.
• Ability to teach employees importance of, and how to greet guests and courteously solve requests.
• Must be able to work a variety of shifts, including weekends and holidays.
• Previous Front Desk experience in a 4 Diamond or Convention Resort Preferred
• Highly motivated self-starter focused on quality, organization, guest service and teamwork.
• The ability to work in a fast paced high pressure work environment while executing delegated tasks and assignments

Working Environment:

• Interior of hotel.
• May require standing for long periods of time.
• May require working overnight shifts.

Physical Job Requirements (for essential functions only)

• Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
• Stand or walk for an extended period or for an entire work shift.
• Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.