• Front Office Manager

    Job Locations US-NC-Charlotte
    Posted Date 1 week ago(11/6/2018 9:50 AM)
    Requisition ID
    # of Openings
    Category (Portal Searching)
    Front Office Operations
  • Overview

    Charlotte Hotel




    The Omni Charlotte Hotel envelopes you in comfort with a touch of genuine North Carolina hospitality. Centrally located in the heart of Charlotte’s financial district, the AAA four-diamond hotel is the perfect destination for convenience to area businesses or to explore countless attractions. Linked to 12 city blocks via sky bridge, the Omni Charlotte Hotel is moments away from the Blumenthal Performing Arts Center, Discovery Place, the Charlotte Convention Center, and the EpiCentre entertainment district.


    Omni Charlotte’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 Charlotte Hotel may be your perfect match.

    Job Description

    To effectively oversee all operations relating to the Front Office, PBX, Concierge and Bell Services, resulting in high levels of guest satisfaction and associate development.


    • Ensure that Four Diamond standards and a consistent level of guest satisfaction are met.
    • Ensure that 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)
    • Personally walk all V1 guestrooms prior to guest arrival. Ensure placement of amenities and preferences.
    • Monitor all guest requests to ensure they are met within the prescribed time limits.
    • Ensure all needed reports and checklists are run and completed.
    • Continued training done with all associates - conducting four Moments of Service on each associate, per month.
    • Communicate with all department managers on a daily basis.
    • Communicate all hotel, guest and group information to associates on a daily basis.
    • Handle all guest complaints maintaining a satisfactory impression with the guest.
    • Become familiar with all hotel operating systems and programs.
    • Complete weekly supply inventory and order front office supplies and uniforms.
    • Complete rate discrepancy report.
    • Complete balance reports and credit check reports daily.
    • Adhere to all Systems and Controls of the Front Office, and appropriate areas of responsibilities.
    • Be familiar with the Phone and Alarm System in the PBX department.
    • Create schedules and monitor staffing levels according to business cycles.
    • Recruit, interview, hire, and train Front Office line and management associates.
    • Effectively coach and counsel associates as needed and complete performance evaluations.
    • Possess a thorough familiarity with the Select Guest and GHA programs. Provide required SG and GHA training to staff.
    • Responsible for LID development and training.
    • Effectively engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
    • Responsible for scheduling and facilitating monthly OST meetings including agenda development and execution (one training hour per month and meeting minutes on file in HR monthly).
    • Responsible for ensuring all Omni Standards are applied with regard to new hire training paperwork and orientation, disciplinary procedures, uniform issuance.
    • Maintain a highly motivated and trained staff that continually strives for personalized, quality service and the creation of memorable guest experiences.
    • Responsible for payroll: Kronos edits, corrections, job coding, terminations.
    • To ensure proper daily meetings are held for the staff and all MOS audits are completed monthly.
    • 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 covering shifts in the event of call-offs of staff.
    • Responsible for providing weekend and holiday coverage.
    • 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.
    • Responsible for initiating purchase orders through Birchstreet Procurement Software and accurate checkbook maintenance.
    • 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.
    • Be actively engaged with our guests and hotel associates, demonstrating and rewarding Power of One behaviors.
    • Support a positive work environment of employee growth and development, interdepartmental teamwork and exceptional customer service. 
    • Respond to any reasonable task as assigned by management
    • 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.


    • Must have strong customer service, analytical, communication, presentation, training, coaching, computer and organizational skills.
    • Maintain a professional business appearance, attitude, and performance.
    • Financial management skills; with previous experience scheduling and managing payroll.
    • Prior front office management experience in an upscale hotel is required.
    • Bachelor’s degree or higher

    Omni Hotels & Resorts is an equal opportunity employer - vets/disability.  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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