Director of Front Office

Omni Hotels & Resorts•Atlanta, GA

1d•Onsite

About The Position

The Director of Front Office leads all Front Office operations with a focus on delivering exceptional guest experiences, maintaining Four Diamond service standards, and driving departmental performance. This role oversees the Front Desk, Guest Services, PBX, and Assistant Front Office Managers, ensuring seamless daily operations, strong financial performance, and a culture of service excellence. The Director of Front Office serves as a key member of the Rooms Division leadership team and acts as Manager on Duty as needed.

Requirements

Hospitality experience within the Rooms Division required. Must have a minimum of two-year hotel Front Office leadership experience required.
Candidate must have proven leadership skills with a track record of motivating, developing, and directing teams.
Solid understanding of front office and PBX processes and operations.
Ability to teach employees importance of, and how to greet guests and courteously solve requests.
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.
Ability to manage a multi‑line phone system and accurately input information into computer systems.
Strong organizational skills with the ability to multi-task in a fast-paced environment.
Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.

Nice To Haves

College degree preferred; hospitality degree a plus.

Responsibilities

Uphold and continuously elevate Four Diamond service standards across all Front Office departments.
Ensure a consistent level of guest satisfaction by monitoring service delivery, responding to guest feedback, and resolving escalated concerns with professionalism and urgency.
Maintain expert knowledge of all check‑in/check‑out procedures, hotel amenities, local attractions, and rate strategies to support both guests and associates.
Provide strategic direction and daily oversight of Front Desk Agents, Supervisors, PBX, and Assistant Front Office Managers.
Serve as Manager on Duty during assigned shifts and submit comprehensive MOD reports. When another leader is Manager on Duty, ensure they are submitting comprehensive MOD reports.
Oversee the Ideal Services Manager to ensure guest requests have timely follow‑up, maintaining a positive and lasting impression.
Lead daily communication of hotel, group, and operational updates to the Front Office team or ensure the Manager on Duty is providing this communication.
Ensure adherence to all Omni standards related to onboarding, training documentation, disciplinary procedures, and uniform issuance.
Lead the hotel wide am/pm stand-up meeting and be prepared with all necessary information. Or ensure the Manager on Duty is prepared to lead the hotel wide am/pm stand-up meeting.
Recruit, train, and mentor a highly engaged and service‑driven Front Office team.
Oversee the ongoing training, including monthly Moments of Service for all associates.
Provide consistent coaching, counseling, and performance evaluations to support employee growth and accountability.
Foster a positive work environment built on teamwork, open communication, and professional development.
Assist in the creation and management of departmental schedules, aligning staffing levels with business demands and meet labor goals.
Maintain a strong understanding of rate plans, rate codes, and revenue strategy; ensure team compliance with pricing guidelines.
Participate in issue‑prevention meetings.
Ensure Medallia alerts and Elmers are responded prior to the deadline.
Ensure accurate and efficient use of hotel systems, including Opera, Synergy, and multi‑line phone systems.
Maintain familiarity with emergency procedures and ensure team readiness.
Develop and maintain positive working relationships with all hotel departments to support operational efficiency and guest satisfaction.
Identify opportunities to improve productivity, quality, safety, and cost‑effectiveness, and implement approved enhancements.