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About the Role

This Director of Front Office will lead the Front Office Operation for the resort & resort home complex to include the Front Desk, PBX, Bell/Valet, and Guest Services staff. They will also be responsible in ensuring maximum Front Office operating efficiency, managing guest and associate concerns while remaining professional at all times.

Responsibilities

Foster and facilitate Forbes 4-star service standards for front office and guest services team.
Ensure all arriving and departing guests are treated with maximum courtesy and are served expeditiously by Front Office staff.
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.
Lead the service recovery process personally to provide support to the Front of House and Heart of House associates.
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.
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.
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.
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 Birch street Procurement Software and maintaining accurate checkbook maintenance.
Ensure timely reconciliation of Front Office and Guest Service invoices.
Responsible for payroll/labor productivity: OnTrack, Dayforce edits, corrections, job coding, etc.
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.

Requirements

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.

Skills

Customer service
Analytical skills
Communication skills
Presentation skills
Training skills
Coaching skills
Organizational skills
Leadership
Motivation
Development
Financial management
Payroll management
Select Guest Program
GHA Program
Birch street Procurement Software

Location

Austin, Texas

Work Type

Full-time

Experience Level

Managerial role
3+ years

About the Company

Nestled in the scenic Texas Hill Country just minutes from downtown Austin, Omni Barton Creek Resort & Spa is a premier destination for luxury, leisure, and world-class hospitality.
Our associates are the heart of our success — a dedicated, passionate team who bring to life the warmth, elegance, and service excellence that define the Omni brand.
Joining our team means becoming part of a culture built on respect, gratitude, and empowerment.
Here, every associate has the opportunity to grow through comprehensive training, mentorship, and career advancement within one of the hospitality industry’s most respected companies.
From championship golf and award-winning dining to a rejuvenating spa and stunning natural surroundings, Omni Barton Creek offers an inspiring environment to work, learn, and thrive.
If you are driven, personable, and passionate about creating exceptional guest experiences, you’ll find your perfect match at Omni Barton Creek Resort & Spa.

Equal Opportunity

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer.
The EEO is the Law poster is available using the following link: EEOC is the Law Poster.
Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.
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.