Front Office Assistant Manager

Omni Hotels & Resorts; Fort Lauderdale (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Omni Hotels & Resorts is seeking a Front Office Manager to lead the front desk and guest services teams, ensuring Four Diamond standards and exceptional guest satisfaction. You will supervise and train staff, maintain grooming standards, and uphold MOS standards across the front office operations.

The role requires strong leadership, schedule management, and effective communication with guests and colleagues, including handling rate plans and service recovery when needed.

Qualifications

• Minimum 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.

Responsibilities

• Ensure Four Diamond standards and a consistent level of guest satisfaction.
• Be thoroughly acquainted with front desk, guest services, and ideal services operations.
• Ensure guests are treated with maximum courtesy and are served expeditiously by Front Office staff.

Skills

Front Office management

Staff training

Guest services

English communication

Scheduling

Operations knowledge

Tools

OPERA

Job description

JOB PURPOSE: To ensurethe maximum guest satisfaction in a consistent and controlledatmosphere providing Food and Beverage products complying with Omni Food & Beverage standards. Responsible for the proper training and supervision of Food & Beverage personnel.

ESSENTIAL JOB FUNCTIONS:

• 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.

ENVIRONMENT & POSITION ANALYSIS:

• Move, bend, lift, carry, push, pull, and place objects weighing up to 40 pounds without assistance.
• Stand or walk for an extended period or for an entire work shift.
• Requires repetitive motion.
• May work both indoors and outdoors in motor lobby parking area.