Manager Jobs

About The Position

Requirements

• Minimum 2–3 years of progressive hotel leadership experience in Front Office, Guest Services, Luxury Hospitality, or a related Rooms Division discipline.
• Previous leadership experience in guest service operations required.
• Strong leadership, communication, organizational, financial, and operational skills.
• Experience with Opera PMS, Medallia, Microsoft Office, and hotel operating systems preferred.

Nice To Haves

• Bachelor's degree preferred or equivalent hospitality leadership experience.

Responsibilities

• Lead the end-to-end VIP, Select Guest, and leisure guest experience by delivering personalized luxury arrival and departure services.
• Partner with Front Office, Housekeeping, Food & Beverage, Valet, and other departments to execute seamless guest experiences and maintain luxury presentation standards.
• Anticipate guest needs, conduct VIP room inspections, and create memorable experiences that strengthen guest loyalty.
• Lead the daily Select Guest strategy by ensuring loyalty benefits, guest recognition, and personalized experiences are consistently delivered.
• Review guest profiles and collaborate with the Loyalty Ambassador to anticipate guest preferences and enhance each stay.
• Oversee Elite guest follow-up and service recovery efforts to maximize guest satisfaction and loyalty.
• Monitor Medallia feedback, guest recovery opportunities, and service trends to drive continuous improvement.
• Resolve guest concerns promptly while empowering associates to deliver personalized recovery solutions.
• Foster a culture of luxury hospitality by coaching associates to create meaningful guest connections.
• Lead, coach, mentor, and develop the Guest Services team while promoting accountability, teamwork, and continuous improvement.
• Conduct daily shift meetings focused on VIP arrivals, operational priorities, and guest experience.
• Train, recognize, and inspire associates to consistently deliver Omni's luxury service standards.
• Ensure Bell Services, Front Drive, Elite Desk, and Charlotte Jones Collection (CJC) consistently reflect Omni luxury presentation standards.
• Partner with Valet leadership to coordinate VIP arrivals and departures while maintaining efficient staffing and service response times.
• Oversee guest deliveries, luggage operations, retail presentation, amenities, and daily operational execution.
• Manage labor productivity, scheduling, payroll accuracy, and departmental expenses while maintaining exceptional guest service.
• Drive Charlotte Jones Collection retail performance through merchandising, inventory control, guest engagement, and financial accountability.
• Utilize Medallia, loyalty, retail, and operational metrics to identify opportunities and improve department performance.
• Lead with professionalism, integrity, and emotional intelligence while serving as a role model for Omni's culture and luxury service standards.
• Anticipate guest needs and create memorable experiences through personalization, attention to detail, and proactive hospitality.
• Build strong relationships with guests, associates, and leaders while fostering collaboration across the Rooms Division.
• Inspire associates to exceed guest expectations through coaching, accountability, recognition, and continuous development.

Benefits

• Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer.