Front Office Assistant Manager

Omni Hotels & Resorts•Providence, RI

3d•Onsite

About The Position

The Omni Providence is a landmark hotel in Rhode Island, conveniently located in the heart of Providence. It is attached to the Rhode Island Convention Center, Amica Mutual Pavilion, and the Providence Place Mall, placing guests within walking distance of historical sights, restaurants, and attractions. The hotel prides itself on its associates, fostering a culture that encourages professional development and growth in a fun environment. Omni Providence strongly encourages internal promotions, resulting in a staff with a solid hospitality foundation. The diverse staff contributes to a fantastic atmosphere for both professional and personal development. While offering a complete benefit package for full-time associates, all associates benefit from the "opportunity" provided by the company.

Requirements

Minimum of 1 year Front Office Management experience required or participation in the Omni LID program.
Previous leadership experience in an upscale, full-service hotel environment is required.
Proven leadership skills.
Ability to delegate, effectively train, develop, and motivate staff.
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 handle stressful situations while maintaining a calm and welcoming demeanor.
Must be able to work a variety of shifts, including weekends and holidays.
May require working overnight shifts.

Responsibilities

Ensure Four Diamond standards and a consistent level of guest satisfaction are met.
Ensure all arriving and departing guests are treated with maximum courtesy and served expeditiously by Front Office staff, adhering to proper posting, grooming, and MOS standards.
Understand and perform cash handling processes, ensuring each cashier maintains their bank according to standard.
Be thoroughly acquainted with all check-in and check-out procedures and policies, including familiarity with hotel amenities and local attractions.
Monitor the blocking strategy of rooms controller and make appropriate revisions based on guest requests and room availability.
Appropriately protect confidential guest information and guest room key access according to Front Office SOPs.
Possess thorough familiarity with the Select Guest and GHA programs, and provide required 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 prescribed time limits and handle all guest complaints maintaining a satisfactory impression.
Effectively engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
Conduct continued training with all associates and perform Moments of Service Audits monthly.
Participate in guest engagement meetings and respond to alerts in Opera.
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 reports, balance reports, and credit check reports daily.
Adhere to all Systems and Controls of the Front Office and appropriate areas of responsibility.
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.
Assist the department head with scheduling and facilitating monthly OST meetings, including agenda development and execution.
Ensure all Omni Standards are applied regarding new hire training paperwork, orientation, disciplinary procedures, and uniform issuance.
Manage payroll: Kronos edits, corrections, and job coding.
Ensure proper daily stand-up meetings are held for the staff.
Cover shifts or modify schedules in the event of staff call-offs.
Provide weekend and holiday coverage.
Represent the Omni Brand and Culture at all times, reinforcing 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, reporting accidents, injuries, and unsafe work conditions, and completing safety training and certifications.
Follow all company policies and procedures, ensuring clean uniform and professional personal appearance, maintaining confidentiality of proprietary information, and protecting company assets.