Director of Front Office

Overview

Come and join our team at this 605-room convention center hotel in the heart of downtown Oklahoma City. Our luxury hotel is located next to the Paycom Center(OKC Thunder), the Oklahoma Convention Center and across the street from the 70-acre Scissortail Park.

The property includes an all-day dining outlet (Seltzer's Modern Diner), an entertainment sports bar (OKC Tap House), specialty restaurant (Bob's Steak & Chop House), coffee shop (Park Grounds) and a retail outlet (RareBird Gift Shop).

Additionally, guests can enjoy a Mokara Spa, fitness center and a rooftop pool and bar (CatBird Seat) complete with a fire pit, outdoor lawn and cabanas.

The hotel offers 76,000 square feet of meeting and event space inclusive of a 20,000 square foot ballroom, 10,000 square foot ballroom, and a 4,200 square foot outdoor pre-function space that overlooks the park.

Job Description

This Director of Front Office will lead the Assistant Front Office Manager and supervisors, oversee the Front Desk and Guest Services staff.

They will also be responsible in ensuring maximum Front Office operating efficiency, while managing guest and associate concerns and remaining professional at all times.

Responsibilities

• Ensure Four Diamond standards and consistent levels of guest satisfaction are met.
• Ensure all arriving and departing guests are treated with maximum courtesy and are served expeditiously by Front Office staff (proper posting of staff, grooming standards, MOS standards being followed)
• Maintain a highly motivated and trained staff that continually strives for personalized, quality service and the creation of memorable guest experiences.
• Lead by example in engagement with guests and associates by working at the front desk, the front drive, and the lobby.

Maintain high visibility with associates and guests.

• Lead the service recovery process personally to provide support to the Front of House and Heart of House associates. Demonstrate and reward Power of One behaviors.
• Recruit, interview, hire, and train Front Office and Guest Service line and management associates. Conduct frequent one-on-ones to support open communication and development.
• Coordination and training of all front office associates, development and implementation of training contracts - conducting Moments of Service audits with each associate.
• 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.

• Communicate with other department managers and leaders on a daily basis through guest engagement meetings led by Front office leadership.
• Support a positive work environment of employee growth and development, interdepartmental teamwork and exceptional customer service.
• Creating effective schedules to address business needs and monitor staffing levels according to business cycles and occupancy forecasting.
• Schedule and facilitate monthly department OST meetings including agenda development.
• Ensure the integrity of rates, solidifying processes around credit attainment and following up on unsettled accounts.
• Effectively coach and counsel associates as needed, complete performance evaluations.
• Possess a thorough familiarity with the Select Guest and GHA programs. Provide required SG and GHA training to staff.
• Responsible for the efficiency of the Select Guest Program including : ordering cards, amenities, daily uploading of SG database to ensure stays are credited toward program rewards.
• Ensure all needed reports and checklists are run and completed.
• Ensure that proper follow-up is conducted by PBX department based on specified estimated times of delivery.
• Aid in all guest opportunities to ensure guest satisfaction metric are in line with goals provided by the Director of Rooms.
• Personally walk all VIP guestrooms prior to guest arrival. Ensure placement of amenities and preferences.
• To be thoroughly acquainted with all check-in and check-out procedures and policies, including familiarity with all hotel amenities and local attractions.
• Responsible for managing inventory and initiating purchase orders through Birchstreet Procurement Software and maintaining accurate checkbook maintenance.
• Ensure timely reconciliation of Front Office and Guest Service invoices.
• Responsible for payroll : Kronos edits, corrections, job coding.
• Current understanding of end of day procedures to facilitate overnight operation.
• 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.

• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and / or cost-savings.
• Ensure the upkeep of incentive programs and its revisions, ensuing timely reconciliation for prompt payment, while building excitement around the program and ensuring recognition.
• Preparation of action plans as directed by leadership.
• Respond to any reasonable task as assigned by management.

Qualifications

• At least 3 years directly related experience (Hotel-Front Desk or Guest Services) in a managerial role. Previous experience in a luxury hotel environment strongly preferred.
• Must be able to work a variety of shifts, including overnights, weekends and holidays.
• Must have strong customer service, analytical, communication, presentation, training, coaching and organizational skills.
• Must be able to work well under stressful situations and handle challenges in a professional manner.
• Must have the ability to lead, motivate and develop others.
• Financial management skills; with previous experience scheduling and managing payroll preferred.
• Stand or walk for an extended period or for an entire work shift. Requires repetitive motion.
• Move, bend, lift, carry, push, pull, and place objects weighing up to 40 pounds without assistance.
• May work both indoors and outdoors in parking area.

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