Assistant Front Office Manager

Overview

 

A substantial part of the 200-acre Viking Lakes mixed-use development, this destination is home to the Minnesota Vikings headquarters, Twin Cities Orthopedics Performance Center and TCO Stadium. The location is easily accessible from downtown Minneapolis and St. Paul, the Mall of America and airport, with additional uses for the planned development to include corporate offices, retail, restaurants and entertainment.

 

The 320-room luxury hotel features more than 35,000 square feet of indoor and outdoor meeting and pre-function space, including a 7,500-square-foot ballroom, a 4,410-square-foot event center and six two-story hospitality lounges for groups and meeting planners to utilize. From small board meetings, conferences and large galas or special events to Sunday football tailgates and more, the Omni Viking Lakes Hotel accommodates groups of all sizes with its robust meetings offerings, multiple food and beverage venues, a signature spa and state-of-the-art fitness facilities.

Job Description

Omni Viking Lakes Hotel is seeking an Assistant Front Office Manager. This team member will ensure maximum Front Office operating efficiency by assisting with the oversight of all operations relating to the Front Office, resulting in high levels of guest satisfaction and associate development.

 

Omni Hotels has been named one of the "Best-Led Companies of 2024" by Glassdoor

 

If you love hospitality, creating amazing customer experiences, and the structure and benefits that come from working with a hotel company then you will love working with Omni!

 

Salary for this position starts at (based on experience): $54,000 - $58,000/year based on experience. Full Time Associates at Omni Viking Lakes are entitled to elect the following benefits: Medical, Dental, Vision and other healthcare benefits, Paid Maternity Leave, 401k and Paid Time Off Accrual. Omni Viking Lakes reserves the right to pay more or less than listed compensation scale based on factors not related to sex or race.

 

Additional associate benefits offered include discounts at the spa and restaurants, discounted rates at other Omni properties, corporate discounts, continued education opportunities and more.

Responsibilities

• Ensure that Four Diamond 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 (proper posting of staff, grooming standards, MOS standards being followed).
• To be thoroughly acquainted with the AM and PM checklist; ensuring all needed reports and checklists are run and completed.
• Understand and perform cash handling processes, ensuring each cashier is maintaining the 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.
• Monitor blocking strategy of rooms controller and make appropriate revisions in relation to guest requests and room availability.
• To appropriately protect confidential guest information and guest room key access according to Front Office SOP’s.
• Possess a thorough familiarity with the Select Guest and GHA programs. Provide required SG and GHA 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 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.
• Continued training done with all associates - conducting Moments of Service Audits monthly to 100% completion.
• Participate in guest engagement meetings and respond to alerts in Opera according to direction of Front Office department head and Director of Rooms.
• Communicate all hotel, guest and group information to associates on a daily basis.
• Assist with weekly supply inventory and order front office supplies and uniforms.
• Assist with rate discrepancy report, 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.
• Recruit, interview, hire, and train Front Office line associates.
• Effectively coach and counsel associates as needed and complete performance evaluations.
• Responsible for assis