Front Office Manager

We’re seeking an experienced Front Office Manager to join our team of empowered hospitality professionals at the Omni Richmond Hotel. As a Servant Leader, you’ll inspire, support, and develop our Front Office and Guest Services teams while fostering a culture of genuine hospitality and excellence. You’ll play a key role in ensuring every guest feels welcomed, valued, and cared for—creating memorable experiences at every touchpoint from check-in through check-out.

• Lead, support and engage associates working in the front office and guest services departments.
• Provide training and development opportunities that aligns with associates’ career aspirations and leads to 4-star guest service and compliance with Omni Standards.
• Manage associate discipline process providing effective and timely coaching and redirection as needed.
• Implement processes that optimize efficiency and productivity.
• Communicate with all department managers on continuing basis.
• Conduct regular, efficient and informative meetings.
• Handle all guest complaints, maintaining a satisfactory impression with the guest on resolving any complaints.
• Be very familiar with the hotel computer system, OPERA Cloud, for training maintenance and trouble shooting.
• Complete weekly supply inventories to ensure adequate pars of guest supplies.
• Complete daily, monthly and periodic reports and make adjustments as needed.
• Block/assign applicable arrivals for the following day; i.e. V.I.P.'s, ESP's, Special Requests, etc.
• Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
• Assure knowledge and training of Marketing Programs of company and hotel.
• Work closely with the Loyalty Ambassador to ensure all select guests are being tracked and serviced.
• Ensure 100% compliance with all Omni Standards, Policies and Procedures.

• Previous luxury hotel experience strongly preferred within Guest Services or Front Office.

• Previous Front Office Leadership experience required.

• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.

• Ability to stand for the entire scheduled shift.

• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.

• Knowledge of Property Management Systems and related computer programs, Opera Cloud experience preferred.
• Hospitality Management degree preferred.

• Strong knowledge of Microsoft Office Software.