Director of Front Office

Interlocken Resort

The Four-Diamond, award-winning Omni Interlocken Resort welcomes you to a retreat into modern luxury. Nestled against the backdrop of the Rocky Mountains, this year-round Colorado resort near Denver offers a wealth of on-site amenities. With its stunning panoramic views of the mountains or valley, unmatched luxuries and the essence of snow-capped mountain tranquility, the Omni Interlocken Resort is sure to sweep you off your feet.

The Omni Interlocken Resort'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 Interlocken Resort may be your perfect match.

Omni Hotels & Resorts is seeking an experienced Director of Front Office for the beautiful Interlocken Hotel & Spa.

Located between Denver and Boulder, the Omni Interlocken features an award-winning golf course, Spa, and gorgeous mountain views!

Omni Hotels has been named one of the "Best-Led Companies of 2024" by Glassdoor. If you love hospitality, creating amazing customer experiences, and the structure and benefits that come from working with a hotel company then you will love working with Omni!

The Director of Front Office will report directly to the Director of Rooms and will oversee all operations relating to the Front Office and Guest Services, resulting in high levels of guest satisfaction and associate development. We are looking for motivated and energetic individuals who love contributing to a winning team. If you have Director of Front Office experience in a hotel or high-volume restaurant environment, we would love to speak with you about this role.

Salary range for this position (based on experience): $80,000 - $85,000/year. Omni Interlocken Resort reserves the right to pay more or less than listed compensation scale based on factors not related to sex or race. Full Time Associates at Omni Interlocken Resort are entitled to elect the following benefits: Medical, Dental, Vision and other healthcare benefits, Paid Maternity Leave, 401k and Paid Time Off.

Additional associate benefits offered include golf privileges, discounts at the spa and restaurants, discounted rates at other Omni properties, corporate discounts, continued education opportunities and more.

Ensure Four Diamond standards and consistent levels of guest satisfaction are met and exceeded.
• Ensure Front Desk / Guest Service Agent duties are completed including but not limited to check in, check outs, credit limit checks, telephone duties, guest service luggage assistance and service, driver service, and spearheading Restaurant to Go through Ideal Services.
• Ensure Moments of Service checklists are completed for each associates based on tenure; continuous coaching and mentoring to drive guest satisfaction
• Monitor all guest requests to ensure they are met
• Communicate with all department managers on a daily basis; ensure Manager on Duty reports are filled out with all information
• Responsible for responding to guest accidents or incidents and filling out proper reports.
• Communicate all hotel, guest and group information to associates on a daily basis.
• Handle all guest challenges and complaints - in person complaints, OPMS profile notes, Medallia, Elmer, and Social Media
• Effectively engage with service recovery through "Guest Engagement Meetings"
• Become familiar with all hotel operating systems and programs.
• Ensure hotel public areas and outside grounds - front drive, smoking areas are maintained and free of debris
• Work directly with the Director of Spa & Recreation, Executive Chef, and Director of F&B to ensure all hotel collateral are updated with hotel information along with property QR code
• Complete weekly supply inventory and order front office supplies and uniforms.
• Ensure guest ledger, open folios, and cancellation / no show's are completed daily
• Engage in weekly RevMerch meetings
• Adhere to all Systems and Controls of the Front Office, and appropriate areas of responsibilities.
• Create schedules and monitor staffing levels according to business levels
• Recruit, interview, hire, and train Front Office hourly and management associates.
• Effectively coach and counsel associates as needed and complete performance evaluations.

• Ensure Select Guest duties are complete; drive Select Guest enrollments and satisfaction
• Be familiar with area attractions, restaurant recommendations, hotel spa & golf offerings
• 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 and terminations.
• Responsible for covering shifts in the event of call-offs of staff.
• Responsible for providing weekend and holiday coverage.
• 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.
• 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.

• Must have strong customer service, analytical, communication, presentation, training, coaching 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 required.
• Must be able to work a variety of shifts, including evenings, weekends and holidays

ENVIRONMENT & POSITION ANALYSIS:

• Move, bend, lift, carry, push, pull, and place objects weighing up to 40 pounds without assistance. Stand or walk for an extended period or for an entire work shift. Requires repetitive motion. May work both indoors and outdoors in motor lobby parking area.

TOOLS & EQUIPMENT:

• Desktop computer (Opera, Alice, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine, push to talk radio, scanner

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. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.