Director of Front Office

Overview

 

The 1,054-room Omni Boston Hotel at the Seaport is the newest luxury hotel in the City of Boston, and the most significant hotel project in the city for the last forty years. The property features seven outlets for drinking and dining, a signature spa, fitness center, and rooftop pool. It boasts more than 100,000 square feet of meeting and event space, and caters to the most discerning clientele.

Job Description

The Omni Boston Hotel at the Seaport is located in the center of the bustling Seaport District. The AAA Four Diamond rated hotel boasts 1,054 finely appointed guestrooms with 52 suites, seven delectable dining experiences, a scenic rooftop pool, a luxury Breve Spa,  and more than 100,000 square feet of meeting and event space allowing to provide each guest a unique and memorable experience. Come join the team that was voted “2023 Best Places to Work” by the Boston Business Journal!

 

Creativity must infuse everything we do, and everyone in the hotel. Performance realities will always exist, but we use these constraints to push, not limit, our creativity. We believe there is always a way to make it work. If we don't have the solution, we dig deeper creatively to find one.

 

Grab the reigns and help shape the future of the Seaport’s best kept secret! Creativity must infuse everything we do, and everyone in the Hotel. Performance realities will always exist, but we use these constraints to push, not limit, our creativity.

 

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

Responsibilities

• Ensure registration cards are completed. • Ensure all needed reports are run. • Continued training done with all associates. Ensure MOS & POE program is consistent. • Communicate with all departments on continuing basis. Especially the communication with Assistant Front Office Managers each evening/morning. • Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints. • Be familiar with the hotel computer system for training, maintenance and trouble shooting. • Complete rate discrepancy report and make needed changes. • Block/assign applicable arrivals for the following day; i.e. V.I.P.'s, Select Guests, ESP's, Special Requests, etc. • Complete check-out with balance report. • Complete credit check daily. • Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities. • Assist with departmental scheduling and monitoring payroll productivity. • Directly oversee all aspects of Front Office, Guest Services and the PBX department. • Attend meetings as assigned by Director of Rooms. • Assist with budget process as required by the Director of Rooms.• Adhere to all standard policies and procedures.• Perform all employee and guest activities in a cordial, efficient and professional manner, at all times maintaining a commitment to employee and guest satisfaction.• Develop a professional and on-going relationship with employees and guests. Discussion of internal matters of any sort with guests is not permitted.• Communicate thoroughly, clearly and concisely across departments and through levels within the company.• Promote an atmosphere of teamwork within the department.• Attend Omni required training classes.• Facilitate monthly department meetings.• Prepare and submit accurate and timely payroll data.• Conduct associate performance reviews.• Oversee the scheduling process for your specific areas of responsibility.• Manage conflict resolution between employees and/or guests.• Oversee the development of Housekeeping and Laundry policies and procedures.• Ensure that the daily performance goals and responsibilities are being met consistently, effectively and efficiently. • Enforce Omni standards of appearance. • Consistent maintenance and refinement of service standards. Ensures compliance with applicable laws and regulations and union agreements. • Understands associates positions well enough to perform duties in associate’s absence. • Recruit and interview team members. Monitor and develop team members by training, supervising, follow up and hands on management. Hold associates accountable when not meeting job performance. • Assist in developing specific goals and plans to prioritize, organize and accomplish set goals. • Utilizes interpersonal and communication skills to lead, influence and encourage others; advocates sound financial and business decision making. • Encourages and builds mutual trust, respect and cooperation among associates. Ensures associates are treated fairly and equ