Director of Front Office - Omni Hotels & Resorts

Overview

The 1,054-room Omni Boston Hotel at the Seaport is the newest luxury hotel in the City of Boston, and the most significant hotel project in the city for the last forty years. The property features seven outlets for drinking and dining, a signature spa, fitness center, and rooftop pool. It boasts more than 100,000 square feet of meeting and event space, and caters to the most discerning clientele.

Job Description

The Omni Boston Hotel at the Seaport is located in the center of the bustling Seaport District. The AAA Four Diamond rated hotel boasts 1,054 finely appointed guestrooms with 52 suites, seven delectable dining experiences, a scenic rooftop pool, a luxury Breve Spa, and more than 100,000 square feet of meeting and event space allowing to provide each guest a unique and memorable experience. Come join the team that was voted “2023 Best Places to Work” by the Boston Business Journal!

Creativity must infuse everything we do, and everyone in the hotel. Performance realities will always exist, but we use these constraints to push, not limit, our creativity. We believe there is always a way to make it work. If we don't have the solution, we dig deeper creatively to find one.

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

Responsibilities

1. Ensure registration cards are completed.
2. Ensure all needed reports are run.
3. Continued training done with all associates. Ensure MOS & POE program is consistent.
4. Communicate with all departments on continuing basis, especially with Assistant Front Office Managers each evening/morning.
5. Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints.
6. Be familiar with the hotel computer system for training, maintenance and troubleshooting.
7. Complete rate discrepancy report and make needed changes.
8. Block/assign applicable arrivals for the following day; i.e. V.I.P.'s, Select Guests, ESP's, Special Requests, etc.
9. Complete check-out with balance report.
10. Complete credit check daily.
11. Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
12. Assist with departmental scheduling and monitoring payroll productivity.
13. Directly oversee all aspects of Front Office, Guest Services and the PBX department.
14. Attend meetings as assigned by Director of Rooms.
15. Assist with budget process as required by the Director of Rooms.
16. Adhere to all standard policies and procedures.
17. Perform all employee and guest activities in a cordial, efficient and professional manner, at all times maintaining a commitment to employee and guest satisfaction.
18. Develop a professional and ongoing relationship with employees and guests. Discussion of internal matters of any sort with guests is not permitted.
19. Communicate thoroughly, clearly and concisely across departments and through levels within the company.
20. Promote an atmosphere of teamwork within the department.
21. Attend Omni required training classes.
22. Facilitate monthly department meetings.
23. Prepare and submit accurate and timely payroll data.
24. Conduct associate performance reviews.
25. Oversee the scheduling process for your specific areas of responsibility.
26. Manage conflict resolution between employees and/or guests.
27. Oversee the development of Housekeeping and Laundry policies and procedures.
28. Ensure that the daily performance goals and responsibilities are being met consistently, effectively and efficiently.
29. Enforce Omni standards of appearance.
30. Consistent maintenance and refinement of service standards. Ensures compliance with applicable laws and regulations and union agreements.
31. Understands associates positions well enough to perform duties in associate’s absence.
32. Recruit and interview team members. Monitor and develop team members by training, supervising, follow up and hands on management. Hold associates accountable when not meeting job performance.
33. Assist in developing specific goals and plans to prioritize, organize and accomplish set goals.
34. Utilizes interpersonal and communication skills to lead, influence and encourage others; advocates sound financial and business decision making.
35. Encourages and builds mutual trust, respect and cooperation among associates. Ensures associates are treated fairly and equitably. Strives to improve associate engagement and retention.
36. Solicits associate feedback, reviews associate satisfaction results and follows up on associate problems and concerns. Ensure recognition is taking place throughout departments.
37. Maintain a professional, neat and organized appearance according to Omni Boston Seaport standards.
38. Respond swiftly and effectively in any emergency or safety situations. Ensure a safe working and guest environment to reduce the risk of injury or accident.
39. Conduct/attend all required department trainings and meetings.
40. Perform any other duties required by senior management.

Qualifications

1. Position requires a minimum of three years previous Front Office experience.
2. Bachelor’s Degree or Equivalent.
3. Must possess the ability to handle stressful daily operations.
4. Clear, concise written and verbal communication skills. Candidate must be comfortable speaking to guests and conducting meetings.
5. Must have a proven track record of motivating managers and associates to meet and exceed goals and to provide the highest quality experience for our guests.
6. Strong understanding of forecasting, budgeting, scheduling, checkbook management, productivity, inventory controls, P&L analysis, and cost controls.
7. Strong computer and technical skills to include on-line purchasing systems.
8. Ability to track and analyze department turnover trends with demonstrated ability to identify and implement corrective action steps if necessary.
9. Demonstrated ability to mentor and develop growing talent for the company.
10. Demonstrated ability to handle progressive discipline/coaching discussions.
11. Proven ability to engage associates at all levels.
12. Demonstrated ability to work with other departmental leadership.
13. This individual must be willing to work flexible hours as needed during busy times, including nights, weekends and holidays.
14. Must meet standards of appearance and maintain a high level of personal hygiene at all time.
15. Must be passionate about providing warm, engaging and personalized service.
16. Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities.
17. Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail.
18. 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.
19. Thorough knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.

Perks and Benefits

• A culture of fun, inclusion, and growth
• Complimentary meals
• Health Insurance and matching 401(k) after one year
• Generous Paid Time Off offered after 90 days
• Performance-driven, ALL-IN culture
• Discounted associate rates at Omni properties nationwide

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement.

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.