Director of Guest Experience

About the position

Be a part of the pre-opening team for the Omni Ft. Lauderdale Hotel! Opening Fall 2025, the Omni Ft. Lauderdale Hotel is a 29-story hotel, located at 1950 Eisenhower Blvd, and connected directly to the Broward County Convention. The property offers 801 guest rooms and suites, multiple restaurants, a vibrant rooftop bar, a sprawling pool, spa, and fitness center. The hotel will also have over 120,000 square feet of indoor and outdoor meeting and event space, including a grand ballroom, junior ballroom, 25 breakout rooms and pre-function meeting space with waterfront views.

Responsibilities

• Ensure Four Diamond standards and consistent levels of guest satisfaction are met.
• Direct and lead the Guest Experience, Concierge, and Loyalty teams.
• Ensure the education and implementation of the Omni Select Guest Loyalty program standards across all departments.
• Ensure all Select Guest benefits are delivered and executed based on membership level.
• Responsible for ensuring all VIP and extended stay guests' expectations are exceeded.
• Plan and execute guest programming and events depending on business demands.
• Responsible for driving Select Guest enrollments for the property and brand.
• Ensure all arriving and departing guests are treated with maximum courtesy and are served expeditiously by Guest Experience staff.
• Monitor all guest requests to ensure they are met within the prescribed time limits.
• Ensure all needed reports and checklists are run and completed.
• Continued training done with all associates - conducting four Moments of Service on each associate, per month.
• Communicate with all department managers daily.
• Communicate all hotel, guest, and group information to associates daily.
• Handle all guest complaints maintaining a satisfactory impression with the guest.
• Become familiar with all hotel operating systems and programs.
• Complete weekly supply inventory and order front office supplies and uniforms.
• Adhere to all Systems and Controls of the Guest Experience, and appropriate areas of responsibilities.
• Create schedules and monitor staffing levels according to business cycles.
• Recruit, interview, hire, and train Guest Experience Team.
• Effectively coach and counsel associates as needed and complete performance evaluations.
• Effectively engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
• Responsible for scheduling and facilitating monthly All Together Get Together meetings including agenda development and execution.
• Responsible for ensuring all Omni Standards are applied regarding new hire training paperwork and orientation, disciplinary procedures, uniform issuance.
• Responsible for payroll: Kronos edits, corrections, job coding and terminations.
• To ensure accurate scheduling based upon occupancy forecasting.
• To ensure proper daily meetings are held for the staff and all MOS audits are completed monthly.
• To be thoroughly acquainted with all check-in and check-out procedures and policies.
• Responsible for the efficiency of the Select Guest Program including ordering cards, amenities, and daily uploading of SG database.
• Responsible for initiating purchase orders through Birchstreet Procurement Software and accurate checkbook maintenance.
• Represent the Omni Brand and Culture at all times; meeting the expectations outlined in the Omni leadership competencies.
• Be actively engaged with our guests and hotel associates, demonstrating, and rewarding Power of One behaviors.
• Support a positive work environment of employee growth and development, interdepartmental teamwork, and exceptional customer service.

Requirements

• Minimum of 2 years of Guest Services and or Front Office Management experience required.
• Previous leadership experience in an upscale, full service hotel environment is required.
• Strong understanding of Guest Service hotel procedures, Omni Select Guest, and concierge practices required.
• Exceptional knowledge and understanding of the Guest Services operations, to include cash handling, computation of accurate mathematical calculations, check in, check out, walk procedures, managing room availability, upsell procedures, Omni Select guest, special needs of VIP guests, room assignments, and safety standards.
• Candidate must have proven leadership skills and must be able to delegate, effectively train, develop, and motivate staff.
• Candidate must be well organized and able to meet time specific deadlines.
• Ability to teach employees importance of, and how to interact with internal/external guests and courteously solve internal requests.
• Able to set priorities for the Guest Experience Team and provide feedback to others that enhances performance.
• Prior experience managing schedules, payroll, service recovery and associate relations matters required.
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers.
• Strong organizational skills with the ability to multi-task and provide guest follow up in a fast paced environment.
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.
• Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.
• Developed computer proficiencies, OPERA experience a plus.
• Must be able to work a variety of shifts, including weekends and holidays.

Benefits

• Equal opportunity employer.