Front Office Assistant Manager

Omni Hotels & Resorts•Fort Lauderdale, FL

23d

About The Position

The Front Office Assistant Manager helps ensure guest satisfaction and consistent service in the hotel’s front office operations. The role oversees and supports Front Office associates, maintains service standards, protects confidential guest information, and helps ensure guest requests and concerns are handled promptly. It also assists with staffing, training, schedules, reporting, inventory, and adherence to hotel policies and procedures. The Omni Fort Lauderdale Hotel is a 29-story property connected directly to the Broward County Convention Center. It has 801 guest rooms and suites, restaurants, a rooftop bar, pool, spa, fitness center, and more than 120,000 square feet of indoor and outdoor meeting and event space.

Requirements

At least 3 years of directly related hotel front desk experience in a managerial role.
Exceptional knowledge and understanding of front office and guest services operations.
Proven leadership skills, including the ability to delegate, train, develop, and motivate staff.
Ability to teach employees how to interact courteously with internal and external guests and handle internal requests.
Ability to set priorities for the Front Office team and provide performance-enhancing feedback.
Prior experience managing schedules, payroll, service recovery, and associate relations matters.
Clear and pleasant verbal and written English communication skills with guests, management, and coworkers, in person and by telephone.
Strong organizational skills and the ability to multitask and follow up with guests in a fast-paced environment.
Ability to work under pressure during periods with many arrivals and departures.
Ability to handle stressful situations while maintaining a calm and welcoming demeanor.
Developed computer proficiencies.
Ability to work a variety of shifts, including weekends and holidays.
Ability to move, bend, lift, carry, push, pull, and place objects weighing up to 40 pounds without assistance.
Ability to stand or walk for an extended period or an entire work shift.
Ability to perform repetitive motions.

Nice To Haves

OPERA experience.

Responsibilities

Ensure Four Diamond standards and consistent guest satisfaction are met.
Maintain thorough knowledge of front desk, guest services, and ideal services operations.
Ensure arriving and departing guests are served courteously and efficiently, with appropriate staff posting, grooming, and MOS standards.
Know and follow check-in and check-out procedures and policies, hotel amenities, and local attractions.
Ensure required reports and checklists are completed.
Continue associate training, including conducting four Moments of Service with each associate per month.
Protect confidential guest information and guest room key access according to Front Office SOPs.
Maintain knowledge of the Select Guest program and provide required training to staff.
Understand hotel rate plans, rate codes, and rate strategy when making guest rate changes.
Monitor guest requests and ensure they are met within prescribed time limits; handle complaints and concerns effectively.
Participate in issue prevention meetings and respond to Opera alerts as directed by management.
Communicate hotel, guest, and group information to associates daily.
Become familiar with hotel operating systems and programs.
Assist with weekly supply inventory and ordering front office supplies and uniforms.
Assist with the rate discrepancy report, balance reports, and daily credit check reports.
Follow Front Office systems and controls and other applicable procedures.
Assist with 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 preparing agendas, delivering one training hour per month, and filing meeting minutes with HR monthly.
Ensure Omni standards are followed for new-hire training paperwork and orientation, disciplinary procedures, and uniform issuance.
Maintain a motivated and trained staff focused on personalized, quality service and memorable guest experiences.
Represent the Omni brand and culture, reinforce Power of One and Power of Engagement principles, and meet Omni leadership competency expectations.
Follow safety and security policies, report accidents, injuries, and unsafe conditions, and complete required safety training and certifications.