Assistant Front Office Manager - Evening/Flex

About the role

The Assistant Front Office Manager - Evening Flex will work closely with Front Office Managers, Supervisors, Agents, and Night Audit Team to ensure maximum Front Office operating efficiency. This position will work predominantly a PM shift schedule for majority to all of shifts.

Responsibilities

• Systems expert for Opera PMS, ALICE, Synergy, and third-party platforms, ensuring accuracy in reservations, room assignments, and guest profiles.
• Oversee the integration and efficiency of all Front Office systems, proactively identifying and resolving technical or process-related issues.
• Work closely with IT, Revenue Management, and Housekeeping to maintain system accuracy and optimize real-time room inventory.
• Act as the primary liaison for troubleshooting and training team members on system functionalities, updates, and enhancements.
• Maintain a visible presence in the lobby, assisting VIPs, resolving guest concerns, and ensuring seamless arrivals and departures.
• Leverage Opera PMS guest preferences and history to personalize guest stays and anticipate their needs.
• Monitor and manage online guest communication platforms, ensuring timely responses and proactive service recovery when necessary.
• Ensure third-party booking platforms are accurately updated, resolving reservation discrepancies and communicating effectively with OTA partners.
• Provide ongoing coaching and training to Front Office associates.
• Conduct regular system audits to ensure compliance with brand standards and accurate data entry.
• Partner with Human Resources to develop training modules for new hires and continuous development plans for existing staff to Omni Standards.
• Foster a positive team culture by recognizing achievements, encouraging collaboration, and providing constructive feedback.
• Aid in managing the department’s financial performance, including labor costs, forecasting, and revenue management strategies related to Front Office operations.
• Review daily reports from Opera PMS to ensure accuracy in billing, room inventory, and guest profiles.
• Collaborate with the Front Office Manager to develop and implement efficiency-driven policies and procedures.
• Support in managing departmental schedules and payroll, ensuring appropriate staffing levels to meet guest demands.
• Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints.
• 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.
• Affirm knowledge and training of Marketing Programs of company and hotel.
• Work closely with the Loyalty Ambassador to ensure all select guests are being tracked and serviced.
• Enforce hotel policies, procedures, and brand standards consistently.
• Complete other duties and tasks as assigned.

Requirements

• Previous luxury hotel experience is preferred.
• Willingness to work nights, weekends, and holidays.
• Ability to stand for the entire scheduled shift.
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• Knowledge of Property Management Systems and related computer programs.
• Strong knowledge of Microsoft Office Software.

Qualifications

• High school diploma or equivalent.
• Minimum of 2 years of relevant experience in a front office or similar role.
• Experience with property management systems such as Opera PMS, ALICE, and Synergy.
• Strong understanding of Microsoft Office Suite.

Skills

• Property Management Systems (PMS) expertise, specifically Opera PMS.
• Microsoft Office proficiency.
• Excellent customer service skills.
• Proactive problem-solving and technical troubleshooting abilities.
• Effective communication and interpersonal skills.
• Ability to multitask and manage multiple priorities.
• Attention to detail and organizational skills.

Benefits

• Free Downtown Parking in our Underground Garage.
• Associate Cafeteria with Daily Complementary Hot Meals.
• Medical, Dental, Vision, Employee Assistance Program, Telemedicine, and Short Term & Long-Term Disability.
• 401(K) Match, Pre-Tax Health Savings Account, and Flexible Spending Amount.
• Exclusive Omni Associate Travel Discounts on Hotel Rooms, Food & Beverage and more!
• Unique Perks include Tuition Reimbursement, Adoption Services Aid, Pet Insurance, Legal Services, Paid Time Off and Friends & Family Discounts.
• Development Opportunities including Discounted E-Cornell Courses, Leadership Development Programs, Diversity & Inclusion Programs, Omni Support Center Internal Reward Program, and Work/Life Balance.

Pay

Compensation is commensurate with experience.

Schedule

This position will work predominantly a PM shift schedule for majority to all of shifts.