Assistant Front Office Manager

Overview

Los Angeles Hotel

 

 

From sunny beaches to world-class entertainment, the city of Los Angeles is a great place to live, work and play. The four-diamond Omni Los Angeles Hotel is located in downtown’s cultural district. The hotel is adjacent to the Walt Disney Concert Hall, Dorothy Chandler Pavilion, MOCA and numerous other entertainment destinations.

 

Currently ranked #1 by Trip Advisor for Best Downtown Hotels in Los Angeles, the Omni Los Angeles strives to provide the highest quality product and customer service to each and every guest. Omni Hotels & Resorts believes in The Power of One, the practice of empowering every associate to do their best to ensure our guests feel comfortable and appreciated. This philosophy is the reason why the Omni Los Angeles has been so successful in customer satisfaction throughout the years. It is our mission to inspire and reward our associates, and we are committed to being the employer of choice in the hospitality industry. If you are a friendly, motivated individual, with a passion to serve others, the Omni Los Angeles Hotel may be your perfect match.

Job Description

 To work closely with director of Front Office Operations and night staff to ensure maximum Front Office operating efficiecy.

 

Responsibilities

 

• Ensure all needed reports and checklists are run and completed.
• Continued training done with all associates.
• Communicate with all department managers on a continuing basis.  Especially the communication with Night Audit each evening/morning.
• Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints.
• Be very familiar with the hotel computer system for training maintenance and trouble shooting.
• Complete weekly supply inventories to ensure adequate pars of such.
• Complete rate discrepancy report and make needed changes.
• Block/assign applicable arrivals for the following day, i.e. V.I.P.'s, ESP's, Special Requests, etc.
• Prepare group information sheets.
• Complete check-out with balance report.
• Complete credit check daily.
• Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
• Possess a thorough familiarity with the Select Guest program.  Provide required Select Guest training to staff.
• Assure knowledge and trarining of Marketing Programs of company and hotel.
• Effectively engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
• Maintain a highly motivated and trained staff tat continually strives for personalized, quality service and the creration of memorable guest experiences.
• Provide ongoing and required training to Front Office associates.
• Supervise and provide feedback to Front Office associates to provide excellent guest service.
• Act as manager on duty.
• Respond to any reasonable task as assigned by management.
• Follow all company safety and sec urity policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications

Tools and Equipment:

•  Computer, printer, telephone, copier, fax machine, push to talk radio, scanner

 

Working Environment:

•  Interior and on occasion exterior of hotel with exposure to weather conditions.

 

 

 

Qualifications

 

Essential:

• • A minimum of two (2) years’ front office and supervisory experience in a full-service hotel required.
  • Must have a flexible schedule and be available to work weekends, holidays and nights.
  • Must have exceptional customer service skills.
  • 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.
  • Ability to teach employees the 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.
  • 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 s