Front Office Manager

				Overview:

To lead and oversee the daily operations of the Front Office with a focus in Guest Services department-including Valet, Bell, and Door teams ensuring all services exceed guest expectations and align with established performance standards, while consistently delivering elevated and memorable experiences.

Responsibilities:

* Oversee the daily operations of Front office, Valet, Door, and Bell Services, reporting directly to the Director of Front Office and Assistant Director of Front Office.
* Lead the arrival and departure experience, generating strategic action plans to achieve best-in-class results in Coyle audits and Medallia guest satisfaction scores.
* Collaborate closely with Catering, Sales, Food & Beverage, and Front Office teams to coordinate logistics for events, including guest arrival/departure and vehicle management.
* Build and maintain strong relationships with Sales, Catering, and Conference Services to create personalized, elevated experiences for group and event guests.
* Partner with the Loyalty Ambassador to anticipate needs and deliver memorable VIP experiences.
* Provide support to all Front of House departments as needed.
* Ensure consistent lobby coverage, greeting and assisting guests with warmth and professionalism.
* Manage departmental expenses in alignment with budget and operational goals.
* Oversee the appearance and functionality of the Front Drive, coordinating with Engineering and Housekeeping for cleaning, maintenance, and detailing.
* Uphold safety and security standards in the Front Drive area to prevent incidents such as vehicle damage or theft.
* Handle all guest interactions with the highest level of service, resolving concerns within 24 hours and accommodating special requests whenever possible.
* Provide accurate and prompt responses to guest inquiries regarding hotel services, hours of operation, directions, in-house events, and key contacts.
* Leverage local knowledge to offer personalized recommendations and enhance the guest experience at every opportunity.
* Maintain the hotel Town Car, ensuring cleanliness and regular servicing.
* Coordinate and manage special permits required for valet drivers.
* Coach and mentor team members to support their professional development and improve skills in alignment with Omni service standards.
* Fulfill Manager on Duty responsibilities as assigned.
* Support the integrity of Front Office systems and control procedures to align with corporate policies and achieve successful audit outcomes and low bad debt ratios.
* Monitor and manage payroll and departmental expenses in accordance with budget forecasts and monthly updates.
* Lead associate training efforts to ensure all standards and procedures are followed.
* Maintain clear and consistent communication with all department leaders.
* Address and resolve guest complaints with professionalism and care, ensuring lasting positive impressions.
* Remain proficient in the hotel's property management systems for training, troubleshooting, and maintenance support.
* Conduct weekly inventory of supplies to maintain appropriate par levels.
* Oversee room assignment and blocking for upcoming arrivals, including VIPs, ESPs, and guests with special requests.
* Prepare group information sheets for arrivals and internal use.
* Complete daily check-outs with balance reports and perform daily credit checks.
* Complete daily check-in and work along front desk agents. 
* Schedule team members according to budgeted productivity levels and input weekly schedules into OnTrack.
* Manage and monitor the Rooms Division checkbook, including ordering and expense tracking.

Qualifications:

* Minimum of four years of hospitality front officemanagement experience, with a focus on Guest Services (Valet, Bell, and Door operations).
* Proven leadership abilities with a guest-centric mindset and strong communication skills; must lead by example with a hands-on, engaged leadership style.
* Excellent verbal and written communication skills in English.
* In-depth knowledge of on-site parking systems and procedures.
* Proficient in budgeting and accounting practices with experience managing departmental expenses.
* Skilled in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
* Valid California driver's license with a clean driving record.
* Ability to drive both automatic and manual transmission vehicles.
* Experience managing high-volume transportation and parking operations.
* Must successfully pass a pre-employment drug screening.
* Ability to manage multiple priorities simultaneously while maintaining focus and organization.
* Strong organizational, planning, and problem-solving skills, with a proactive approach to guest service recovery and resolution.
* Comfortable working in a fast-paced, constantly changing environment while remaining calm and professional.
* Ability to monitor competitor parking rates and recommend adjustments as needed to remain competitive.
* Familiarity with systems such as Kronos, BirchStreet and Oracle

Physical requirements:

* Lift up to 30lb, actively walk property and willing to stand for up to 8-12 hours.

Pay: $75K Salary. The pay scale provided is a range that Omni Hotels & Resorts reasonably expects to pay. Actual compensation offered may fluctuate based on a candidate's qualifications and/or experience. 

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. We will consider qualified applicants with criminal histories in a manner consistent with the CA Fair Chance initiative for hiring. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement 

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com
			

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Omni Hotels Management Corporation

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