Overview

Mount Washington Hotel

As grand as the history behind it, the Omni Mount Washington Hotel, located in Bretton Woods, New Hampshire, is gracious in ambiance and generous in amenities. A favorite New England retreat of presidents, poets and celebrities, the hotel delights every sense with enchanting music, refined dining and luxurious décor.Omni Mount Washington Resorts 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. The Omni Mount Washington Resort is committed to serve our associates and nurture their growth. We embody a culture of respect, gratitude and empowerment each day. If you are a friendly, motivated person, with a passion to serve others, the Omni Mount Washington Resort may be your perfect match.

Job Description

Join our team and earn a $3000 sign on bonus and a free ski pass at Bretton Woods!!

Oversee all areas of operation relating to the guest experience for Front Desk, PBX, Concierges, and Guest Services. Work closely with the Guest Experience Manager and Front Office Managers, ensuring maximum Front Office operating efficiency and professionalism. Manage and problem-solve Associate and guest issues while remaining professional at all times.

Responsibilities

• Directly oversee all aspects of Front Office, Concierges, Guest Services and the PBX department.
• Ensure Guest registration is completed in a thorough and efficient manner.
• 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 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.
• Ensure all applicable arrivals for the following day (i.e. V.I.P.'s, Select Guests, ESP's, Special Requests, etc.) are blocked
• 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.
• Attend meetings as assigned by 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.
• Oversee the Monthly Front Office Budgets, including ordering necessary supplies, equipment and uniforms, and receiving POs in a timely manner.
• Manage conflict resolution between employees and/or guests.
• Work in tandem with Director of Housekeeping; train and educate entire Front Office team on basic 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.
• Ensure all Front Office Associates are informed and knowledgeable of all Resort Activities and Events.
• Assist in developing specific Departmental goals and plans to prioritize, organize and accomplish.
• 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 equitably. Strives to improve Associate engagement and retention.
• Solicits Associate feedback, reviews Associate satisfaction results and follows up on Associate problems and concerns. Ensure recognition is taking place throughout departments.
• Maintain a professional, neat and organized appearance according to Omni Mount Washington Resort.
• Respond swiftly and effectively in any emergency or safety situations. Ensure a safe working and guest environment to reduce the risk of injury or accident.
• Conduct/attend all required department trainings and meetings.
• Perform any other duties required by senior management

Qualifications

• Minimum of three years’ experience in Front Office/Housekeeping/Guest Services, including at least two years supervisory experience, required.
• Bachelor’s Degree.
• Proficiency in Hotel booking, concierge and payroll systems. Opera, Alice and Kronos preferred.
• Must possess the ability to handle stressful daily operations.
• Clear, concise written and verbal communication skills. Candidate must be comfortable speaking to guests and conducting meetings.
• Must have a proven track record of motivating managers and Associates to meet and exceed goals and to provide the highest quality experience for our guests.
• Strong understanding of forecasting, budgeting, scheduling, checkbook management, productivity, inventory controls, P&L analysis, and cost controls.
• Strong computer and technical skills to include on-line purchasing systems.
• Ability to track and analyze department turnover trends with demonstrated ability to identify and implement corrective action steps if necessary.
• Demonstrated ability to mentor and develop growing talent for the company.
• Demonstrated ability to handle progressive discipline/coaching discussions.
• Proven ability to engage Associates at all levels.
• Demonstrated ability to work with other departmental leadership.
• Must be passionate about providing warm, engaging and personalized service.
• Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities.
• Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail.
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers, both in person and by telephone.
• Thorough knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues.

End of Job Description