Director of Front Office

Omni Hotels & Resorts • Boston, MA

9d • $70,000 - $96,000 • Onsite

About The Position

The Director of Front Office will oversee the Front Desk, Concierge, Ideal Services and Guest services teams Bellman, Doorman. This individual will ensure maximum Front Office operating efficiency by effectively balancing the needs of our guests, owners and associates.

Requirements

• 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 hotel.
• 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.

Nice To Haves

• Opera experience preferred

Responsibilities

• Assist Lead morning standups with Resort Leadership team
• Report directly to the Director of Rooms
• Oversee Assistant Front Office Managers, Front Office Supervisors, Front Desk Agents, Concierge, Ideal Service Phone Operators, Bellperson and Doorpersons
• Provide support to Valet Manager who oversees Valet
• Must work closely with leaders from all departments and communicate daily with Housekeeping, Finance and Sales teams especially.
• Ensure 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.
• Creating schedule
• 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 meetings including Pre-Cons and Guest Recovery meetings.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed