Director of Front Office - Omni Hotels & Resorts

Overview

Shoreham Hotel

Nestled in the Woodley Park neighborhood of Washington, DC, the Omni Shoreham Hotel is a true urban oasis within the Capitol City. Associates pride themselves as being a part of a historic landmark serving as host to numerous presidents, dignitaries, political events and inaugural balls.

Associates can enjoy and be rewarded by several career development opportunities and the environment to grow one’s career into various areas of the hotel including leadership roles. The Omni Shoreham Hotel associates consistently rank their place of employment as one of the Best Places to Work by the Washington Business Journal and scored the hotel with the highest ever results on the Associate Engagement Survey in 2012.

Associates at the Omni Shoreham Hotel are proud of being a true part of an extended family and many have spent their entire careers within the hotel, some with over 4 decades of service! We celebrate these milestones and as well as many other successes on a monthly basis during our all associate rallies, “Hibiscus Huddles, “in honor of our company logo.

Job Description

To effectively oversee all operations relating to the Front Office, and Concierge resulting in high levels of guest satisfaction and associate development.

Responsibilities

• Ensure that standards and a consistent level of guest satisfaction are met.
• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously by Front Office staff
• 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.
• Ensure all needed reports and checklists are run and completed.
• Communicate with all department managers on a daily basis.
• Communicate all hotel, guest and group information to associates on a daily basis.
• 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 and GHA programs. Provide required SG and GHA training to staff.
• Responsible for training and development of 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 meetings including agenda development and execution
• 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 payroll: Kronos edits, corrections, job coding, terminations.
• To ensure proper daily meetings are held for the staff and all 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, 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.
• Be actively engaged with our guests and hotel associates, demonstrating and rewarding behaviors.
• Support a positive work environment of employee growth and development, interdepartmental teamwork and exceptional customer service.
• 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

Qualifications

• Minimum 3 years of hotel / front office management experience is required
• Must be able to work a flexible schedule and 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.
• Four year college degree preferred, preferably in the hospitality industry
• Knowledge of Property Management Systems and related computer programs
• Strong knowledge of Microsoft Office Software.

End of Job Description