Omni Tempe Hotel at ASULocated at the corner of University and Mill, Omni Tempe Hotel at ASU sits at the center of Tempe's energy, creativity, and growth. As the flagship hotel of the city's revitalized downtown, we offer more than 36,000 square feet of stunning indoor and outdoor event space, four signature dining outlets, a rooftop pool deck with unbeatable views, and 330 beautifully designed guest rooms overlooking the ASU campus and Tempe skyline.
Director of Front Office
Overview:
The Director of Front Office will oversee the Front Desk, Concierge and Ideal Services teams. This individual will ensure maximum Front Office operating efficiency by effectively balancing the needs of our guests, owners and associates.
Responsibilities:
- Assist Lead morning standups with Resort Leadership team
- Report directly to the Director of Rooms
- Oversee Front Office Manager, Assistant Front Office Managers, Front Office Supervisors, Front Desk Agents, Concierge and Ideal Service Phone Operators
- Provide support to Guest Services Manager who oversees Bell, Valet, Transportation and Loyalty
- Must work closely with leaders from all departments and communicate daily with Housekeeping, Finance and Sales teams especially.
- Insure daily tasks are assigned and completed. Assisting the team with tasks when necessary due to call offs or high business levels:
- Block/assign applicable arrivals for the following day; i.e. V.I.P.'s, Select Guests, ESP's, Special Requests, etc.
- Checking Guests In and Out of the resort
- Providing lobby support during peak hours
- Assisting Valet and Bell with heavy arrivals or departures
- Assist Concierge team with reservations
- Ensure all needed reports are run - Rate Discrepancy, Checkout with Balance, Daily Credit, etc.
- Completing payroll timely
- Providing on going training to current associates
- Create training plans and schedules for newly hired associates
- Hold daily stand up meetings
- Hold monthly All Together Get Together meetings
- Completing inventory and ordering necessary supplies so associates have the tools they need to do their jobs
- Handle guest complaints maintaining a satisfactory impression with the guest
- Attend all relevant Resort meetings including Pre-Cons and Guest Recovery meetings.
Qualifications:
- Must have previous Front Office Management experience in a similar Front Office/Rooms environment - 4 Diamond, Resort, Large Property
- Must be able to navigate the interior and exterior of the resort.
- Must have experience with Property Management Systems (Opera experience preferred)
- Must be able to work flexible shifts, including weekends and holidays.
- Must have excellent organizational, supervisory, customer service skills.
- Must be able to work well under stressful situations and handle challenges in a professional manner.
- Must be able to walk and stand for extended periods of time - up to 8 hours per day.
