Assistant Front Office Manager

Omni Hotels & Resorts - Oklahoma City, OK

Full-time - Mid Level

Oklahoma City, OK

501-1,000 employees

Accommodation

About the position

The Assistant Front Office Manager at Omni Oklahoma City Hotel plays a crucial role in ensuring the efficient operation of the Front Office, contributing to high levels of guest satisfaction and staff development. This position involves overseeing daily operations, managing guest interactions, and maintaining the hotel's standards of service excellence in a luxury environment.

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 served expeditiously by Front Office staff.
• 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.
• Control Parking Procedures and postings to guest accounts ensuring parking revenue.
• Enforce blocking strategy of Good Night's Rest policy.
• Protect confidential guest information and guest room key access according to Front Office SOP's.
• Provide required SG and GHA training to staff.
• Monitor all guest requests to ensure they are met within the prescribed time limits and handle all guest complaints.
• Engage in the service recovery process, handling all guest concerns efficiently.
• Conduct training with all associates, including four Moments of Service per month.
• Participate in issue prevention meetings and respond to alerts in Opera according to management direction.
• Communicate all hotel, guest, and group information to associates daily.
• Assist with weekly supply inventory and order front office supplies and uniforms.
• Assist with rate discrepancy report and balance reports.
• Assist with the creation of schedules and monitor staffing levels according to business cycles.
• Recruit, interview, hire, and train Front Office line associates.
• Coach and counsel associates as needed and complete performance evaluations.
• Schedule and facilitate monthly OST meetings including agenda development and execution.
• Ensure all Omni Standards are applied with regard to new hire training paperwork and orientation.
• Maintain a highly motivated and trained staff that strives for personalized service and memorable guest experiences.
• Responsible for payroll: Kronos edits, corrections, and job coding.
• Ensure proper daily stand up meetings are held for the staff.
• Cover shifts in the event of call-offs of staff and provide weekend and holiday coverage.
• Represent the Omni Brand and Culture at all times, meeting expectations outlined in the Omni leadership competencies.
• Reinforce and train associates on Power of One 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.

Requirements

• Minimum of 1 year Front Office leadership or Housekeeping leadership experience required or participation in the Omni LID program.
• Previous leadership experience in an upscale, full service hotel environment is required.
• Strong understanding of front office hotel procedures and practices required.
• Exceptional knowledge and understanding of front office operations, including cash handling and check-in/check-out procedures.
• Proven leadership skills with the ability to delegate, train, develop, and motivate staff.
• Ability to teach employees the importance of guest interaction and solving internal requests.
• Ability to set priorities for the Front Office team and provide performance feedback.
• Prior experience managing schedules, payroll, service recovery, and associate relations matters required.
• Ability to communicate clearly and pleasantly in English, both verbally and in writing.
• Strong organizational skills with the ability to multi-task in a fast-paced environment.
• Ability to handle stressful situations while maintaining a calm demeanor.
• Developed computer proficiencies, OPERA experience a plus.

Nice-to-haves

• Experience in luxury hotel environments.
• Knowledge of local attractions and amenities.

Benefits

• Health insurance coverage.
• Paid holidays and vacation time.
• Employee discounts on hotel stays and services.