Assistant Front Office Manager

Royal Orleans Hotel

The Omni Royal Orleans offers graceful elegance in a New Orleans French Quarter hotel. Located on the most fashionable corner, St. Louis at Royal, the hotel has received the four-diamond luxury award for over 30 years and has earned the Pinnacle Award for meeting services. Our full property renovation incorporates modern amenities with classic design in our guest rooms, including iconic wrought iron balconies and redesigned public spaces inspired by liveliness of the area's culture through various color palettes and artwork.

Omni Royal Orleans’ associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Royal Orleans Hotel may be your perfect match.

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

• To appropriately protect confidential guest information and guest room key access according to Front Office SOP’s.
• Communicate all hotel, guest and group information to associates on a daily basis.
• Support a positive work environment of employee growth and development, interdepartmental teamwork and exceptional customer service.
• Represent the Omni Brand and Culture at all times; meeting the expectations outlined in the Omni leadership competencies. Reinforce and train associates on Power of One and Power of Engagement principles.
• Responsible for covering shifts or modifying the schedule in the event of call-offs of staff.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Monitor blocking strategy of rooms controller and make appropriate revisions in relation to guest requests and room availability.
• Assist with the creation of schedules and monitor staffing levels according to business cycles.
• Responsible for providing weekend and holiday coverage.
• To be thoroughly acquainted with all check-in and check-out procedures and policies, including familiarity with all hotel amenities and local attractions.
• Assist with rate discrepancy report, balance reports and credit check reports daily.
• Ensure that Four Diamond standards and a consistent level of guest satisfaction are met.
• Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.
• Assist with weekly supply inventory and order front office supplies and uniforms.
• Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
• 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.
• Possess a thorough familiarity with the Select Guest and GHA programs. Provide required SG and GHA training to staff.
• Adhere to all Systems and Controls of the Front Office, and appropriate areas of responsibilities.
• Minimum of 2 years' experience as a Front Office Supervisor or at least 1 year of experience as an Assistant Front Office Manager or Front Office Manager in an upscale, full service hotel environment.
• 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.
• Must have proven leadership skills and must be able to delegate, effectively train, develop, and motivate staff.
• Effectively coach and counsel associates as needed and complete performance evaluations.
• Responsible for assisting the department head with scheduling and facilitating monthly OST meetings including agenda development and execution (one training hour per month and meeting minutes on file in HR monthly).
• Must be able to work a variety of shifts, including weekends and holidays. May require working overnight shifts.
• Responsible for payroll Kronos edits, corrections and job coding.
• Strong organizational skills with the ability to multi-task and provide guest follow up in a fast paced environment.
• Responsible for ensuring all Omni Standards are applied with regard to new hire training paperwork and orientation, disciplinary procedures, uniform issuance.
• Understand and perform cash handling processes, ensuring each cashier is maintaining bank according to standard.
• Ensure proper daily stand up meetings are held for the staff.
• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously by Front Office staff (proper posting of staff, grooming standards, MOS standards being followed).
• Participate in guest engagement meetings and respond to alerts in Opera according to direction of Front Office department head and Director of Rooms.
• Effectively engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
• To be thoroughly acquainted with the AM and PM checklist; ensuring all needed reports and checklists are run and completed.
• Continued training done with all associates - conducting Moments of Service Audits on a monthly basis to 100% completion.
• Recruit, interview, hire, and train Front Office line associates.
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to [email protected].