Assistant Front Office Manager - AW Labor Solutions

Nashville, TN 37203

About the Job

Great opportunity for individuals interested in working in the U.S. on a TN Visa. Only citizens of Canada and Mexico are eligible for the TN Visa program.

Omni Nashville Hotel is excited to offer competitive wages and benefits, growth opportunities, paid time off, and hotel stay discounts! If you love hospitality, and have a passion to serve others then you'll love working with the Omni Nashville Hotel – apply today!

To ensure maximum Front Office operating efficiency by assisting the Director of Front Office with the oversight of operations relating to the Front Office. Resulting in high levels of guest satisfaction and associate development.

Responsibilities

Ensure that highest standards and a consistent level of guest satisfaction are met, adhering to our Four Diamond policy.
- Monitor all guest requests to ensure they are met within the prescribed time limits and handle all guest complaints maintaining a satisfactory impression with the guest.
- Effectively engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
Oversee front office staff to ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously (proper posting of staff, grooming standards, MOS standards are being followed).
Direct all cash handling processes, ensuring each cashier is maintaining bank according to company standard.
Oversee all check-in and check-out procedures and policies, and be thoroughly familiar with all hotel amenities and local attractions.
Control Parking Procedures and postings to guest accounts ensuring parking revenue.
Protect confidential guest information and guest room key access according to Front Office SOP's.
Participate in issue prevention meetings and respond to alerts in Opera according to direction of management.
Lead daily and monthly team meetings to communicate all hotel, guest and group information to associates.
- Responsible for scheduling and facilitating monthly OST meetings including agenda development and execution (one training hour per month and meeting minutes on file in HR monthly).
- Ensure proper daily stand-up meetings are held for the staff.

Run daily and weekly reports, including rate discrepancy, balance reports, credit check reports, and supply inventory, to order front office supplies and uniforms as needed.
- Review AM and PM checklist; ensuring all needed reports and checklists are run and completed daily.
Adhere to all Systems and Controls of the Front Office, and appropriate areas of responsibilities.
Create staff schedules and monitor staffing levels according to business cycles.
- Responsible for payroll: Kronos edits, corrections and job coding.
- Responsible for ensuring proper coverage of shifts in the event of call-offs of staff.
- Responsible for coordinating weekend and holiday coverage.
Collaborate with HR Department to recruit, interview, hire, and coordinate training of Front Office line associates.
- Responsible for ensuring all Omni Standards are applied with regard to new hire training paperwork and orientation, disciplinary procedures, uniform issuance.
Coach, train, and counsel associates as needed and complete performance evaluations.
- Maintain a highly motivated and trained staff that continually strives for personalized, quality service and the creation of memorable guest experiences.
- Support a positive work environment of employee growth and development, interdepartmental teamwork and exceptional customer service.
- Lead training for all associates - conducting four Moments of Service on each associate, per month.
- Reinforce and train associates on Power of One and Power of Engagement principles.
Represent the Omni Brand and Culture at all times; meeting the expectations outlined in the Omni leadership competencies.
Adhere to all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
Comply with company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.

Qualifications

Minimum of 1 year Front Office Management or Housekeeping Management experience required. 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, to include cash handling, computation of accurate mathematical calculations, check in, check out, walk procedures, managing room availability, upsell procedures, special needs of VIP guests, room assignments, and safety standards.
Candidate must have proven leadership skills and must be able to delegate, effectively train, develop, and motivate staff.
Ability to teach employees importance of, and how to interact with internal/external guests and courteously solve internal requests
Able to set priorities for the Front Office team and provide feedback to others that enhances performance.
Prior experience managing schedules, payroll, service recovery and associate relations matters required.
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 work well under pressure, dealing with many arrivals and departures within a short period of time
Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.
Developed computer proficiencies, OPERA experience a plus.
Must be able to work a variety of shifts, including weekends and holidays.
Move, bend, lift, carry, push, pull, and place objects weighing up to 40 pounds without assistance.
Stand or walk for an extended period or for an entire work shift.
Requires repetitive motion. May work both indoors and outdoors in motor lobby parking area.

Source : AW Labor Solutions