Assistant Front Office Manager

Omni Hotels•Boston, MA

43d•$66,085 - $83,127•Onsite

About The Position

The Assistant Front Office Manager is responsible for maintaining the highest levels of customer service at four-diamond standards to all guests during the arrival and departure process through training, guest service recovery and adherence to established department and hotel SOPs, associate handbook and Omni policies and best practices

Requirements

Position requires a minimum of two years previous Front Office experience.
Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
Knowledge of Property Management Systems and related computer programs
Ability to stand for long periods of time.
General computer proficiency; ability to learn hotel computer programs, Microsoft Word & Excel

Nice To Haves

At least One year Previous luxury hotel experience strongly preferred within Guest Services or Front Office
Previous Front Office Leadership experience required and ability to elevate service levels

Responsibilities

Responds to all guest requests appropriately and remains alert, courteous, and helpful to guests and fellow associates at all times.
Greet guests immediately, pleasantly and with undivided attention.
Act as leader of Front office operations , such as by communicating needed tasks to next available Front Desk Agent and ensure that tasks are being completed in an efficient manner.
Communicate needs or concerns (i.e. equipment, scheduling suggestions, etc) to management team.
Communicate daily with previous and incoming shifts (Managers, Ideal Services, Night Audit, etc)
Help coordinate hiring and training of new associates
Assist Front Office Manager with scheduling and payroll. Manage labor and expenses appropriately.
Work with Guest Services team to handle guests and group luggage and packages during arrival and departure
Attend weekly resume meetings and communicate information regarding groups to team
Follow all Loss Prevention procedures regarding guest property; absolute respect and safety for guest and company property should always be exercised.
Ensure that bell stand and bell closet and back of front office areas are clean and organized and well stiocked with necessary guest suplies.
Keep profile notes and shift reports to track guest issues that may be brought to their attention and offering compensation when necessary and passing along relevant information to front desk staff.
Reports to work on time and according to posted schedule; follows procedures for clocking in and out, completion of time edit sheets, and PTO request forms, if applicable.
Must be able to stand for long periods of time.