Director of Front Office
About The Position
The Omni Royal Orleans offers graceful elegance in a New Orleans French Quarter hotel. Located on the most fashionable corner, St. Louis at Royal, the hotel has received the four-diamond luxury award for over 30 years and has earned the Pinnacle Award for meeting services. Our full property renovation incorporates modern amenities with classic design in our guest rooms, including iconic wrought iron balconies and redesigned public spaces inspired by liveliness of the area's culture through various color palettes and artwork. Omni Royal Orleans’ associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Royal Orleans Hotel may be your perfect match. Overview: The Director of Front Office will oversee the Front Desk, Guest Services and Ideal Services teams. 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 cloud 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.
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.
- 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 hotel
- 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.
- Support team by:
- 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 Resort meetings including Pre-Cons and Guest Recovery meetings.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
