The Power of One®

The "Power of One" is the key component of the Omni Hotels' company culture:  it's the way we work.

Omni Hotels associates are encouraged to make decisions that exceed the expectations of our internal and external customers by using The Power of One" service code.  Our culture provides associates with the training and authority to make these decisions in a positive, supportive environment and rewards them through the Omni Service Champions program.

Job Description

Begin a Rewarding Career with Omni Hotels and Resorts!
The Omni Charlotte is currently seeking an experienced
hospitality leader to join our team as Guest Service
Manager. The Guest Service Manager is responsible for
overseeing all operations relating to Bell Services and
the Signature Lounge. This position reports to the Front
Office Manager.

Primary Responsibilities and Essential Functions:
* Ensure that all arriving and departing guests are
treated with maximum courtesy and are served
expeditiously by Guest Services staff (proper posting of
staff, grooming standards, MOS standards being followed)
* Personally walk all V1 guestrooms prior to guest
arrival. Ensure placement of amenities and preferences.
* Monitor all guest requests to ensure they are met
within the prescribed time limits.
* Recruit, interview, hire, train Guest Services and
Signature Lounge Concierge associates.
* Effectively coach and counsel associates as needed and
complete performance evaluations.
* Possess a thorough familiarity with the Select Guest
and GHA programs. Provide required SG and GHA training
to staff.
* Responsible for LID development and training.
* Effectively engage in the service recovery process,
handling all guest concerns efficiently and to the
satisfaction of the guests.
* Responsible for overseeing valet and town car
services, ensuring services adhere to Omni four diamond
standards.
* Responsible for scheduling and facilitating monthly
OST meetings including agenda development and execution
(one training hour per month and meeting minutes on file
in HR monthly).
* Responsible for ensuring all Omni Standards are
applied with regard to New hire training paperwork and
orientation, disciplinary procedures, uniform issuance.
* Maintain a highly motivated and trained staff that
continually strives for personalized, quality service
and the creation of memorable guest experiences.
* Responsible for the negotiation of all Charge Bell
Tips (CHB) with Sales Manager, schedule delivery and
complete accounting paperwork for payroll purposes.
* Responsible for payroll: Kronos edits, corrections,
job coding, terminations.
* To ensure accurate scheduling based upon occupancy
forecasting.
* To ensure proper daily meetings are held for the staff
and all MOS audits are completed monthly.
* To be thoroughly acquainted with all check-in and
check-out procedures and policies, including familiarity
with all hotel amenities.
* Responsible for maintaining clean, organized bell
closet.
* Responsible for covering shifts in the event of
call-offs of staff.
* Responsible for providing weekend and holiday
coverage.
* Staff, monitor and manage the concierge services for
Omni Signature Lounge; including morning and evening
food and beverage service.
* Responsible for requisitioning food and beverage
product as needed from the kitchen to maintain proper
inventory levels in signature lounge.
* Represent the Omni Brand and Culture at all times;
meeting the expectations outlined in the Omni leadership
competencies.
* Be actively engaged with our guests and hotel
associates, demonstrating and rewarding Power of One
behaviors.
* Support a positive work environment of employee growth
and development, interdepartmental teamwork and
exceptional customer service.
* Respond to any reasonable task as assigned by manager
* Aid guests in locating other areas of the hotel (walk
them to destination if possible)
* Familiarity with parking validation procedures
* Follow all company safety and security policies and
procedures; report accidents, injuries, and unsafe work
conditions; complete safety training and certifications.
* Follow all company policies and procedures; ensure
clean uniform and professional personal appearance;
maintain confidentiality of proprietary information;
protect company assets.
* Develop and maintain positive working relationships
with others; support team to reach common goals; listen
and respond appropriately to the concerns of other
employees.

Job Requirements

Requirements:

*Minimum of 1 year Hospitality Management experience,
preferably in front office operations. Applicants with
sufficient hospitality leadership experience or
leadership training experience may be considered.
*Candidates must demonstrate a proven track record of
successfully managing in a upscale hotel environment.
*Proven leadership skills which support an environment
of employee growth and development, interdepartmental
teamwork and exceptional customer service.
*Dynamic, enthusiastic, creative leader who thrives
under pressure and is able to perform multiple functions
and troubleshoot when needed.
*Excellent written and verbal communication skills, with
ability to demonstrate warmth and empathy when engaging
with others.
*Must be service and detail oriented; possessing a
friendly approachable demeanor and strong
problem-solving skills.
*Computer proficiency; to include Microsoft Office and
Windows
*The ability to multi-task in a busy environment, follow
through on guest requests, ensure guest satisfaction,
and work as a team player.
*The ability to delegate, effectively train and coach.
*Bachelor degree or an Associate Degree (minimum 2 years
of higher education).
*The ability to stand and/or walk for long periods of
time or for an entire shift and lift/push/pull up to
50lbs without assistance.
*Must be able to work a flexible schedule including
nights, weekends and holidays.