Rooms Leader In Development

Omni Hotels•Hilton Head Island, SC

52d•Onsite

About The Position

The purpose of this role is to provide exceptional guest service and operational support across multiple areas of the Rooms Division. The selected candidate will have the opportunity to gain hands-on experience in key front-of-house and housekeeping positions, including Guest Service Agent, PBX Operator, Bellperson, Concierge, Rooms Controller, Loyalty Ambassador, Room Attendant, and Housekeeping Supervisor, as assigned by management. In addition, the individual will complete LID learning contracts and participate in designated management development initiatives, building the leadership skills and operational knowledge essential for future management success within Omni Hotels & Resorts.

Requirements

A Bachelor's degree is required, preferably in Hospitality Management.
Previous hotel experience, preferably in a role that required leadership.
Candidates must be available to relocate after completion of the program.
Must be willing to work 50 hours per week. Flexible schedule required to include nights, weekends and holidays.
Must be able to walk/stand for extended periods of time (to include entire shift). Must be able to lift up to 40 lbs and push/pull/carry up to 75lbs. Requires frequent bending, squatting and reaching overhead.
Self motivated with ability to manage deadlines.
Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
When performing bell or housekeeping duties will need to push/pull up to 100 lbs. Stand, walk or sit for an extended period or for an entire work shift.
Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

Nice To Haves

Previous Housekeeping or Rooms Division experience is preferred.

Responsibilities

To be thoroughly acquainted with all front desk procedures to include check-in/check-out, cash handling, parking validation, folio adjustments, payment procedures, room blocking, AM/PM checklist, etc.
To be thoroughly acquainted with PBX Operator duties.
To be a main liaison between guest and the hotel, serving as Manager on Duty as assigned.
To appropriately protect confidential guest information and guest room key access according to front office SOP's.
Be familiar with the Phone and Alarm System in the PBX department.
Possess a thorough familiarity with the Select Guest and GHA programs. Provide required SG and GHA training to staff.
To be familiar with all technical equipment as related to the Front Desk and Housekeeping.
Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
Assist with initial and continued training of all line level front office associates - conducting MOS audits and on the spot coaching as needed.
Assist with shift coverage in the event of call-offs of staff.
Represent the Omni Brand and Culture at all times; meeting the expectations outlined in the Omni leadership competencies. Reinforce and train associates on Power of One and Power of Engagement principles.
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.
Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
To be thoroughly knowledgeable of all Front Office, Guest Services and Ideal Services Moments of Service scenarios, and execute to standard.
Train front office line level associates.
Be familiar with all systems and equipment as related to the Front Office (Opera, Alice, Synergy, Two-Way Radio Dispatch, ISD Firepanel).
Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program).
To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage).
To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing).
To be familiar with local attractions and businesses.
Completion of LID learning contracts; scheduling appointments with contract resources and completing monthly LID progress report.
Be familiar with housekeeping systems and equipment.
Execute room inspections according to standards.
Maintain Four Diamond Standards of guest service.
Understand the importance of our Medallia scores.
Aid guests in locating other areas of the hotel (walk them to destination if possible).
Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
Effectively operate computer, printer, telephone, pen/pencil, photo-copying machine, facsimile machine, two-way radio
Be pleasant, smile and greet all guests, using surnames when obtained
Deliver personalized, memorable guest experiences by utilizing the Power of One
Perform other duties | special projects as assigned by Rooms management.