Assistant Director of Front Office

Overview

Nashville Hotel

 

 

The Omni Nashville Hotel was specially created to be an authentic expression of Nashville’s vibrant music culture. Across from the new Music City Center, the luxury hotel is a one-of-a-kind experience, fully integrated with an expansion of the Country Music Hall of Fame and Museum on four levels. Located on Fifth Avenue between Demonbreun and Korean Veterans Blvd. The Omni Nashville Hotel design is a modern expression of the city’s distinct character, incorporating natural materials, exposed steel and regional limestone. The multi-story hotel and expanded museum shares meeting and entertainment space and brings additional restaurants and retail venues to this dynamic destination in downtown Nashville. The Omni Nashville Hotel’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 Nashville may be your perfect match.

Job Description

Omni Nashville Hotel is excited to offer competitive wages and benefits, growth opportunities, paid time off, and hotel stay discounts! If you love hospitality, and have a passion to serve others then you’ll love working with the Omni Nashville Hotel – apply today! To ensure maximum Front Office operating efficiency by assisting the Director of Front Office with the oversight of operations relating to the Front Office, Guest Services, and Ideal Services. Managing and problem solving associate and guest issues while remaining professional at all times. The will act as the MOD in the absence of the Director of Front Office.

Responsibilities

• Ensure that Four Diamond standards and a consistent level of guest satisfaction are met.
• To be thoroughly acquainted with front desk, guest services, and ideal services operations.
• 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).
• To be thoroughly acquainted with all check-in and check-out procedures and policies, including familiarity with all hotel amenities and local attractions.
• 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.
• To appropriately protect confidential guest information and guest room key access according to Front Office SOP’s.
• Possess a thorough familiarity with the Select Guest program. Provide required SG training to staff.
• Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
• Monitor all guest requests to ensure they are met within the prescribed time limits and handle all guest complaints maintaining a satisfactory impression with the guest.
• Effectively engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
• Participate in issue prevention meetings and respond to alerts in Opera according to direction of management.
• Communicate all hotel, guest, and group information to associates on a daily basis.
• Become familiar with all hotel operating systems and programs.
• Assist with weekly supply inventory and order front office supplies and uniforms.
• Assist with rate discrepancy report.
• Assist with balance reports and credit check reports daily.
• Adhere to all Systems and Controls of the Front Office, and appropriate areas of responsibilities.
• Assist with the creation of schedules and monitor staffing levels according to business cycles.
• Recruit, interview, hire, and train Front Office line associates.
• Effectively coach and counsel associates as needed and complete performance evaluations.
• 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.
• 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.