Director of Front Office

Omni Orlando at ChampionsGate

The Omni Orlando Resort at ChampionsGate is surrounded by 36 holes of championship Orlando golf and 15 acres of recreation, this four-diamond resort is one of the nation's premier golf, meeting and leisure retreats. In addition to walk-out golf, guests may choose to relax in our signature Mokara spa, dine in one of our five restaurants or enjoy 15 acres of pools and recreation activities including the 850-foot lazy river.

Omni Orlando’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 Orlando Resort at ChampionsGate may be your perfect match.


Purpose: To work closely with the Rooms Director, Assistant Front Office Managers and supervisors to oversee the Front Desk & Guest Services staff, ensuring maximum operating efficiency. Managing and problem-solving associate and guest issues while remaining professional at all times.

Essential Functions:
• Set the culture & tone of the department to provide amazing service to all.
• Train all front office associates to follow standards and moments of service guidelines, to effectively utilize all computer systems, and to appropriately position the hotel to guests.
• Monitor and train associates to grow Select Guest memberships while ensuring that VIPs and Select Guest members receive all expected (and above-expected) services.
• Generate and manage to all reports, ensuring that internal audit, Medallia, and financial goals are met.
• Communicate with all departments on a continued basis to ensure continuity of services across the hotel.
• Resolve all guest concerns in an expedited and appropriate manner.
• Complete rate discrepancy reporting and make needed changes.
• Perform required department duties, including check-out, credit, and other processes.
• Adhere to all systems & controls of the Front Office and appropriate areas of responsibilities.
• Assist with departmental scheduling and monitoring payroll productivity.
• Attend and lead meetings as assigned by the Director of Rooms.
• Ensure Four Diamond standards and consistent levels of guest satisfaction are met.
• Ensure 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)
• 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 daily.
• Communicate all hotel, guest, and group information to associates daily.
• 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.
• 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 program. Provide required SG training to staff.
• 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 regarding new hire training paperwork and orientation, disciplinary procedures, uniform issuance.
• Responsible for payroll: Kronos edits, corrections, job coding and terminations.
• To ensure accurate scheduling based upon occupancy forecasting.
• 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