Director of Front Office

Full-Time

Purpose: To work closely with the Rooms Director, Assistant Front Office Managers and supervisors to oversee the Front Desk & Guest Services staff, ensuring maximum operating efficiency. Managing and problem-solving associate and guest issues while remaining professional at all times.

Essential Functions:

• Set the culture & tone of the department to provide amazing service to all.
• Train all front office associates to follow standards and moments of service guidelines, to effectively utilize all computer systems, and to appropriately position the hotel to guests.
• Monitor and train associates to grow Select Guest memberships while ensuring that VIPs and Select Guest members receive all expected (and above-expected) services.
• Generate and manage to all reports, ensuring that internal audit, Medallia, and financial goals are met.
• Communicate with all departments on a continued basis to ensure continuity of services across the hotel.
• Resolve all guest concerns in an expedited and appropriate manner.
• Complete rate discrepancy reporting and make needed changes.
• Perform required department duties, including check-out, credit, and other processes.
• Adhere to all systems & controls of the Front Office and appropriate areas of responsibilities.
• Assist with departmental scheduling and monitoring payroll productivity.
• Attend and lead meetings as assigned by the Director of Rooms.
• Ensure Four Diamond standards and consistent levels of guest satisfaction are met.
• 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)
• 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.
• Ensure all needed reports and checklists are run and completed.
• Continued training done with all associates - conducting four Moments of Service on each associate, per month.
• Communicate with all department managers daily.
• Communicate all hotel, guest, and group information to associates daily.
• Handle all guest complaints maintaining a satisfactory impression with the guest.
• Become familiar with all hotel operating systems and programs.
• Complete weekly supply inventory and order front office supplies and uniforms.
• Complete rate discrepancy report.
• Complete balance reports and credit check reports daily.
• Adhere to all Systems and Controls of the Front Office, and appropriate areas of responsibilities.

• Create schedules and monitor staffing levels according to business cycles.
• Recruit, interview, hire, and train Front Office line and management associates.
• Effectively coach and counsel associates as needed and complete performance evaluations.
• Possess a thorough familiarity with the Select Guest program. Provide required SG training to staff.
• Effectively engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
• 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 regarding new hire training paperwork and orientation, disciplinary procedures, uniform issuance.
• Responsible for payroll: Kronos edits, corrections, job coding and 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 and local attractions.
• Responsible for the efficiency of the Select Guest Program including ordering cards, amenities, and daily uploading of SG database to ensure stays are credited toward program rewards.
• Responsible for initiating purchase orders through Birchstreet Procurement Software and accurate checkbook maintenance.
• 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.
• 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.

Qualifications

• 3 years hotel Front Office and/or Guest Services Management experience required. Department Head experience in other Rooms Department may also be considered as Rooms Department Head experience is strongly preferred.
• Previous leadership experience in an upscale, full-service hotel environment with a strong understanding of front office hotel procedures and practices required.
• 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.
• Proven leadership skills and must be able to delegate, effectively train, develop, and motivate staff.
• 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.
• Prior experience managing schedules, payroll, service recovery and associate relations matters required.
• 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 short period of time.
• Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.
• Developed computer proficiencies, OPERA experience a plus.
• Must be able to work a variety of shifts, including weekends and holidays.
• Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
• Stand or walk for an extended period or for an entire work shift.
• Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

Working Environment:

• Interior of hotel.
• May require working overnight shift.

Physical Job Requirements (for essential functions only)

• Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
• Stand or walk for an extended period or for an entire work shift.
• Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

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.