Front Office Manager

Location

Charlottesville Hotel

The Omni Charlottesville Hotel offers 208 beautifully appointed guestrooms and suites featuring panoramic views of the Blue Ridge Mountains, along with a full service restaurant and 12,000 square feet of meeting space. The Omni is located in the heart of downtown at the base of the downtown pedestrian mall. Our location offers a wide variety of local restaurants, pubs, entertainment venues, or even just to take a scenic walk and enjoy the culture of Charlottesville. There are numerous local historic sites that have played a unique role in American history which include: Monticello, the University of Virginia, Ash Lawn-Highland, Historic Court Square and Michie Tavern. Our Blue Ridge Parkway offers unmatched views and our very own downtown mall features daily entertainment at the four theaters which offer live music, movies and theatrical performances.Although we have a beautiful property and location, our associates are what separate us from the rest of the hotels. Our culture provides an atmosphere that allows our associates to learn and grow in their professional development in a fun environment. We strongly encourage promotions from within our company, and as a result, our staff has a solid hospitality foundation. Our diverse staff comes from many different countries in the world and provides a fantastic atmosphere to develop both from a professional and personal level. Although we offer a complete benefit package for all of our full-time associates, all of our associates are provided the greatest benefit of all which is “opportunity”.

Job Description

To lead and oversee the daily operations of the Front Office and Guest Services departments—including Valet and Bell teams ensuring all services exceed guest expectations and align with established performance standards, while consistently delivering elevated and memorable experiences.

Responsibilities

• Oversee the daily operations of Front office, Valet, Door, and Bell Services, reporting directly to the Director of Operations.
• Lead the arrival and departure experience, generating strategic action plans to achieve best-in-class results in Coyle audits and Medallia guest satisfaction scores.
• Collaborate closely with Catering, Sales, Food & Beverage, and Front Office teams to coordinate logistics for events, including guest arrival/departure and vehicle management.
• Build and maintain strong relationships with Sales, Catering, and Conference Services to create personalized, elevated experiences for group and event guests.
• Partner with the Loyalty Ambassador to anticipate needs and deliver memorable VIP experiences.
• Provide support to all Front of House departments as needed.
• Ensure consistent lobby coverage, greeting and assisting guests with warmth and professionalism.
• Manage departmental expenses in alignment with budget and operational goals.
• Oversee the appearance and functionality of the Front Drive, coordinating with Engineering and Housekeeping for cleaning, maintenance, and detailing.
• Uphold safety and security standards in the Front Drive area to prevent incidents such as vehicle damage or theft.
• Handle all guest interactions with the highest level of service, resolving concerns within 24 hours and accommodating special requests whenever possible.
• Provide accurate and prompt responses to guest inquiries regarding hotel services, hours of operation, directions, in-house events, and key contacts.
• Leverage local knowledge to offer personalized recommendations and enhance the guest experience at every opportunity.
• Coordinate and manage licenses required for valet drivers.
• Coach and mentor team members to support their professional development and improve skills in alignment with Omni service standards.
• Fulfill Manager on Duty responsibilities as assigned.
• Support the integrity of Front Office systems and control procedures to align with corporate policies.
• Monitor and manage payroll and departmental expenses in accordance with budget forecasts and monthly updates.
• Lead associate training efforts to ensure all standards and procedures are followed.
• Maintain clear and consistent communication with all department leaders.
• Address and resolve guest complaints with professionalism and care, ensuring lasting positive impressions.
• Remain proficient in the hotel’s property management systems for training, troubleshooting, and maintenance support.
• Conduct weekly inventory of supplies to maintain appropriate par levels.
• Oversee room assignment and blocking for upcoming arrivals, including VIPs, ESPs, and guests with special requests.
• Prepare group information sheets for arrivals and internal use.
• Schedule team members according to budgeted productivity levels and input weekly schedules into OnTrack.
• Manage and monitor the Rooms Division checkbook, including ordering and expense tracking.

Qualifications

• Hospitality front office management experience, with experience in Guest Services (Valet and Bell).
• Proven leadership abilities with a guest-centric mindset and strong communication skills; must lead by example with a hands-on, engaged leadership style.
• Excellent verbal and written communication skills in English.
• In-depth knowledge of on-site parking systems and procedures.
• Proficient in budgeting and accounting practices with experience managing departmental expenses.
• Skilled in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Valid Virginia driver’s license with a clean driving record.
• Ability to drive both automatic and manual transmission vehicles.
• Must successfully pass a pre-employment drug screening.
• Ability to manage multiple priorities simultaneously while maintaining focus and organization.
• Strong organizational, planning, and problem-solving skills, with a proactive approach to guest service recovery and resolution.
• Comfortable working in a fast-paced, constantly changing environment while remaining calm and professional.
• Ability to monitor competitor parking rates and recommend adjustments as needed to remain competitive.
• Familiarity with systems such as Kronos, BirchStreet and Oracle

Physical requirements:

• Lift up to 30lb, actively walk property and willing to stand for up to 8-12 hours.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. We will consider qualified applicants with criminal histories in a manner consistent with the CA Fair Chance initiative for hiring. 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 [email protected]