Guest Services Manager - Omni Hotels & Resorts

Overview

Barton Creek Resort & Spa

Barton Creek Resort & Spa's success is due to its dedicated, intelligent and self-motivated family of associates who work together to maintain the company's trademark high standards. If you would like to be a part of an environment where teamwork is emphasized and individual excellence is encouraged then this is the place for you.

Omni Barton Creek Resort and Spa’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 Omni Barton Creek may be your perfect match.

Job Description

Omni Hotels & Resorts is seeking Guests Services Manager for the beautiful new Barton Creek Resort & Spa!

Ranked among the best resorts in Texas: Top 5 Resorts in the Southwest Conde Nast Traveler and Top 5 Resorts in Texas Travel + Leisure World's Best Awards 2023

Responsibilities

• Manage day to day operations including valet, bellmen, transportation and vehicle fleet.
• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
• Maintain continuous liaison with management, Reservations, Front Office and Housekeeping staff.
• Oversee and ensure facilitation of delivering group amenities are completed timely to ensure guest satisfaction.
• Maintain consistent presence during the peak arrival and departure time (i.e. interacting with the guests while they are waiting in the line).
• Be available to provide directional assistance to conference attendees/guests between meetings and function breaks.
• Conduct daily walk through inspections of front drive lobby and public space. Report problems as needed.
• Communicate information to staff regarding trends and concerns as they relate to various departments.
• Be available to respond to any guest concerns or emergencies that may arise hotel-wide. Provide thorough follow up to guest requests and service deficiencies.
• Oversee staff scheduling to ensure proper coverage to meet business demands and forecast labor.
• Oversee department budget.
• Responsible for interviewing, hiring, and training department staff.
• Oversee planning, assigning, and directing work, conducting performance appraisals and all aspects of performance management for staff.
• Administer payroll for staff ensuring associates are paid accurately.
• Demonstrate and maintain 4-Diamond standards of service and on a daily basis.
• Follow all company policies and procedures, including hotel key policies.
• Attend company training as required.
• Assist in leading monthly department meetings.
• Champion the All In/Omni culture.
• Strive to improve Medallia scores.
• Participates in the front office MOD schedule as needed.
• Ensures valet revenue is reconciled with Flash Valet daily.

Qualifications

Qualifications:

• Minimum 3 years experience in hotel bell desk and transportation is required. Minimum 1 year supervisory experience is also required.
• Must demonstrate strong leadership skills and a high propensity for customer service.
• Willingness to work extended hours when needed, depending on business demands.
• Willingness to work in various weather conditions.
• May require working overnight shift.
• Must be 21 years of age or older.
• Must possess a valid Texas driver license and be able to pass a Motor Vehicle Report.
• Must be able to pass a pre-employment specimen test.

Physical Requirements:

• Ability to stand for the duration of an entire shift.
• Ability to walk, run, bend, push, pull and lift moderate to heavy weight.
• Ability to run 200+ yards to retrieve valet car.

Working Environment:

• Interior and exterior of hotel and exposure to weather conditions.

Tools & Equipment:

• Bell Stand and luggage carts
• Brass Polish and General Cleaning Products
• Valet tickets
• Radio
• Golf Carts

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