Omni Hotels

Director of Front Office

Omni Hotels • $80K — $95K *
Austin, TX 78745In-Person
Hospitality & Recreation
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 3+ years of management experience in hotel front desk or guest services, preferably at a luxury hotel.
  • Availability to work varied shifts, including nights and weekends.
  • Strong customer service, communication, training, and organizational skills.
  • Ability to handle stress and resolve challenges professionally.
  • Financial management experience, especially in payroll scheduling and management.
  • Physical stamina to stand, walk, and lift objects up to 40 pounds.

Responsibilities

  • Promote and uphold Forbes 4-star service standards across front office and guest services.
  • Guarantee excellent treatment and prompt service for all guests at check-in and check-out.
  • Develop and motivate front office staff to deliver personalized and memorable guest experiences.
  • Lead by example through active engagement with guests and team members in public areas.
  • Oversee recruitment, training, and performance evaluation of front office staff.
  • Facilitate interdepartmental communication and coordination for better guest service.
  • Manage operational efficiency, including inventory control and payroll productivity.

Benefits

  • Opportunities for employee growth and development.
  • Positive working environment fostering teamwork and engagement.
  • Recognition programs to celebrate employee contributions and achievements.
Full Job Description
Omni Barton Creek Resort & Spa

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.

About Omni Hotels

Omni Hotels & Resorts is an American privately held, international luxury hotel company based in Dallas, Texas. The company was founded in 1958 as Dunfey Hotels, and operates 60 properties in the United States, Canada, and Mexico, totaling over 20,000 rooms and employing more than 23,000 people. The company is owned by Robert Rowling's TRT Holdings, who bought the company in 1996 from World International Holdings, Ltd. (WORLDHOTELS).
Learn more about Omni Hotels
Size
17,600 employees
Industry
Hospitality & Recreation
Founded
1983
* Ladders Estimates

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