Director of Front Office

Tiempo Completo

This Director of Front Office will lead the Front Office Operation for the resort & resort home complex to include the Front Desk, PBX, Bell/Valet, and Guest Services staff. They will also be responsible in ensuring maximum Front Office operating efficiency, managing guest and associate concerns while remaining professional at all times.

Responsibilities:

• Foster and facilitate Forbes 4-star service standards for front office and guest services team
• Ensure 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)
• Maintain a highly motivated and trained staff that continually strives for personalized, quality service and the creation of memorable guest experiences.
• Lead by example in engagement with guests and associates by working at the front desk, the front drive, and the lobby. Maintain high visibility with associates and guests.
• Lead the service recovery process personally to provide support to the Front of House and Heart of House associates. Demonstrate and reward Power of One behaviors.
• Recruit, interview, hire, and train Front Office and Guest Service line and management associates. Conduct frequent one-on-ones to support open communication and development.
• Coordination and training of all front office associates, development and implementation of training contracts - conducting Moments of Service audits with each associate.
• 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.
• Communicate with other department managers and leaders on a daily basis through guest engagement meetings led by Front office leadership.
• Support a positive work environment of employee growth and development, interdepartmental teamwork and exceptional customer service.
• Creating effective schedules to address business needs and monitor staffing levels according to business cycles and occupancy forecasting.
• Schedule and facilitate monthly department OST meetings including agenda development.
• Ensure the integrity of rates, solidifying processes around credit attainment and following up on unsettled accounts.
• Effectively coach and counsel associates as needed, complete performance evaluations.
• Possess a thorough familiarity with the Select Guest and GHA programs. Provide required SG and GHA training to staff.
• Responsible for the efficiency of the Select Guest Program including ordering cards, amenities, daily uploading of SG database to ensure stays are credited toward program rewards.
• Ensure all needed reports and checklists are run and completed.
• Ensure that proper follow-up is conducted by PBX department based on specified estimated times of delivery.
• Aid in all guest opportunities to ensure guest satisfaction metric are in line with goals provided by the Director of Rooms.
• Personally walk all VIP guestrooms prior to guest arrival. Ensure placement of amenities and preferences.
• To be thoroughly acquainted with all check-in and check-out procedures and policies, including familiarity with all hotel amenities and local attractions.
• Responsible for managing inventory and initiating purchase orders through Birch street Procurement Software and maintaining accurate checkbook maintenance.
• Ensure timely reconciliation of Front Office and Guest Service invoices.
• Responsible for payroll/labor productivity: OnTrack, Dayforce edits, corrections, job coding, etc.
• Current understanding of end of day procedures to facilitate overnight operation.
• 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.
• Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Ensure the upkeep of incentive programs and its revisions, ensuing timely reconciliation for prompt payment, while building excitement around the program and ensuring recognition.
• Preparation of action plans as directed by leadership.
• Respond to any reasonable task as assigned by management.

Qualifications:

• At least 3 years directly related experience (Hotel-Front Desk or Guest Services) in a managerial role.Previous experience in a luxury hotel environment strongly preferred.
• Must be able to work a variety of shifts, including overnights, weekends, and holidays.
• Must have strong customer service, analytical, communication, presentation, training, coaching and organizational skills.
• Must be able to work well under stressful situations and handle challenges in a professional manner.
• Must have the ability to lead, motivate and develop others.
• Financial management skills: with previous experience scheduling and managing payroll preferred.
• Stand or walk for an extended period or for an entire work shift. Requires repetitive motion.
• Move, bend, lift, carry, push, pull, and place objects weighing up to 40 pounds without assistance.
• May work both indoors and outdoors in parking area.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis ofany protected category with respect to the payment of wages.

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: applicationassistance@omnihotels.com.