Front Office Assistant Manager

Omni Hotels & Spas•Fort Lauderdale, FL

21d

About The Position

The Front Office Assistant Manager supports front office and guest services operations to ensure consistent guest satisfaction and compliance with Omni standards. The role oversees service quality, guest requests and complaints, front office procedures, reporting, supplies, staffing, and associate training and development. The position also supports recruiting, scheduling, payroll-related processes, performance management, service recovery, safety, and security procedures, while representing the Omni brand and culture.

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 and effectively train, develop, and motivate staff.
Ability to teach employees how to interact courteously with internal and external guests and resolve 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 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.

Nice To Haves

OPERA experience.

Responsibilities

Ensure Four Diamond standards and a consistent level of guest satisfaction are met.
Oversee front desk and guest services operations, including staff assignments, grooming, and adherence to MOS standards.
Ensure arriving and departing guests are treated courteously and served promptly.
Maintain familiarity with check-in and check-out procedures, hotel amenities, and local attractions.
Ensure required reports and checklists are completed.
Provide ongoing associate training, including four Moments of Service per associate per month and Select Guest training.
Protect confidential guest information and guest room key access according to Front Office SOPs.
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 guest complaints and concerns through effective service recovery.
Participate in issue prevention meetings and respond to Opera alerts as directed by management.
Communicate hotel, guest, and group information to associates daily.
Learn and use hotel operating systems and programs.
Assist with weekly supply inventory and order front office supplies and uniforms.
Assist with the rate discrepancy report, balance reports, and daily credit check reports.
Adhere to Front Office systems and controls and other relevant areas of responsibility.
Assist in creating schedules and monitor staffing levels according to business cycles.
Recruit, interview, hire, train, coach, counsel, and evaluate Front Office associates.
Schedule and facilitate monthly OST meetings, including developing agendas, conducting 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 and reinforce Power of One and Power of Engagement principles.
Follow safety and security policies, report accidents, injuries, and unsafe work conditions, and complete required safety training and certifications.