Guest Service Manager - Omni Hotels & Resorts

Location

The Homestead

Our employees are what make The Omni Homestead what it is. Since 1766, they’ve helped us offer guests an opportunity to enjoy Southern hospitality at its best. Located in the Allegheny Mountains of Virginia, we are a four-season resort that boasts superb restaurant dining experiences, championship golf, spa, winter sports and numerous other activities ideal for families and corporate outings.

The Omni Homestead’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Homestead may be your perfect match.

Job Description

To oversee all areas of operation relating to the guest experience for Front Desk, PBX, Bell Attendant, and Door Attendants. Manages Front Desk, Bell Staff, Door Staff and PBX directly.To coordinate and assist with the Transportation Manager and Loyalty Manager all front lobby service areas including: Concierge, Bell, Valet Parking and Door Staff.To oversee all systems and controls aspects of the Front Office.

Responsibilities

• Maintain standards of guest services and a consistent guest experience as documented by Guest Index, and AAA ratings.
• To ensure that the Front Office departments operate at peak efficiency to give a maximum utilization of guestroom availability in attaining high occupancies and with minimum overbooking. To ensure the accuracy of the Front Desk, Bell/Door, PBX records with direct and open lines of communications to other departments within the hotel.
• Through proper Front Office rooms merchandising procedures, to ensure management of the rate structure, via Reservations and Front Office salesmanship, and meet or exceed average rate goals of the hotel as well as total rooms revenue.
• To ensure all Front Office systems and controls procedures comply with corporate policy and procedures, as evidenced by "Goal" Audits, and minimum levels of bad debts.
• To ensure all Front Office payroll costs and other expenses are properly monitored and controlled in accordance with OHC budgets and monthly updates.
• To maintain open and clear communication with all internal departments.
• Takes a lead role in marketing efforts to include Select Guest, ESP, Weekend Packages, Omni Club, and R.M.P.s.
• To ensure accurate occupancy forecasting.
• In conjunction with night audit staff, ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses.

Tools and Equipment:

• Computer and printer, typewriter, telephone, pen/pencil, photo-copying machine, facsimile machine

Working Environment:

• Interior and on occasion exterior of hotel with exposure to weather conditions.

Qualifications

• At least 3 years directly related experience (Hotel-Front Desk) in a managerial role. 
• Must be able to work approximately 50 hours per week, flexible shifts, including weekends and holidays. 
• Must have excellent organizational, supervisory, customer service skills. 
• Must be able to work well under stressful situations and handle challenges in a professional manner.