Assistant Front Office Manager - Omni Hotels & Resorts

Overview

Shoreham Hotel

Nestled in the Woodley Park neighborhood of Washington, DC, the Omni Shoreham Hotel is a true urban oasis within the Capitol City. Associates pride themselves as being a part of a historic landmark serving as host to numerous presidents, dignitaries, political events and inaugural balls.

Associates can enjoy and be rewarded by several career development opportunities and the environment to grow one’s career into various areas of the hotel including leadership roles. The Omni Shoreham Hotel associates consistently rank their place of employment as one of the Best Places to Work by the Washington Business Journal and scored the hotel with the highest ever results on the Associate Engagement Survey in 2012.

Associates at the Omni Shoreham Hotel are proud of being a true part of an extended family and many have spent their entire careers within the hotel, some with over 4 decades of service! We celebrate these milestones and as well as many other successes on a monthly basis during our all associate rallies, “Hibiscus Huddles, “in honor of our company logo.

Job Description

To ensure maximum 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 standards and a consistent level of guest satisfaction are met.
• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously by Front Office staff.
• Ensuring all needed reports and checklists are run and completed.
• Understand and perform cash handling processes, ensuring each cashier is maintaining bank according to standard.
• To be thoroughly acquainted with all check-in and check-out procedures and policies, including familiarity with all hotel amenities and local attractions.
• Control Parking Procedures and postings to guest accounts ensuring parking revenue.
• To appropriately protect confidential guest information and guest room key access according to Front Office SOP’s.
• 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 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.
• Participate in issue prevention meetings and respond to alerts in Opera according to direction of management.
• Communicate all hotel, guest and group information to associates on a daily basis. 
• Become familiar with all hotel operating systems and programs.
• Assist with weekly supply inventory and order front office supplies and uniforms.
• Assist with rate discrepancy report.
• Assist with balance reports and credit check reports daily.
• Adhere to all Systems and Controls of the Front Office, and appropriate areas of responsibilities.
• Assist with the creation of schedules and monitor staffing levels according to business cycles.
• Train Front Office line associates.
• Maintain a highly motivated and trained staff that continually strives for personalized, quality service and the creation of memorable guest experiences.

Qualifications

• Minimum of 1 year Front Office 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.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• 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.
• Ability to stand for the entire scheduled shift.
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills required.
• Four year college degree, preferably in the hospitality industry
• Knowledge of Property Management Systems and related computer programs
• Strong knowledge of Microsoft Office Software.
• Developed computer proficiencies, OPERA experience a plus.