Omni Dallas Hotel ยท 11 hours ago
Overnight Front Office Manager
US-TX-Austin
Full-time
Onsite
Senior LevelOmni Dallas Hotel is a luxury hotel located in the heart of downtown Austin, known for its exceptional service and commitment to associate satisfaction. The Overnight Front Office Manager will oversee all nighttime front desk operations, ensuring efficient service and high performance from the overnight team while maintaining hotel standards and guest satisfaction.
Hospitality
Responsibilities
Act as the primary manager-on-duty (MOD) during overnight hours, providing leadership and decision-making support across all departments
Provide guidance, support, and direction to the overnight team, fostering a culture of accountability, collaboration, and high performance
Assign tasks and responsibilities to team members to maximize efficiency and ensure that all operational needs are met during the shift
Communicate key overnight events, issues, or updates to the incoming morning team and senior management to ensure continuity of operations
Deliver an unparalleled level of service by proactively engaging with guests to anticipate and fulfill their needs
Conduct nightly inspections of public areas, guest floors, and back-of-house areas to ensure compliance with cleanliness, safety, and luxury standards
Participate in regular management meetings, sharing insights and feedback from the overnight operations to improve overall hotel performance
Document and report any maintenance, housekeeping, or guest service issues that require follow-up or immediate attention
Supervise all overnight hotel operations, ensuring a smooth and secure environment for guests and staff
Lead and support the overnight team, fostering a positive, motivated, and productive work environment
Conduct performance evaluations, provide coaching, and identify development opportunities for night shift staff
Conduct on-the-job training for new and existing staff to enhance their skills and knowledge in luxury guest service standards
Address team concerns, provide regular feedback, and recognize outstanding performance to maintain morale and engagement
Maintain accurate records of employee attendance, performance, and any incidents that occur during the night shift
Manage front desk functions, including check-ins, check-outs, and addressing guest inquiries and concerns promptly and professionally
Monitor public areas and ensure compliance with safety, cleanliness, and brand standards
Perform nightly audit processes, reconciling accounts and verifying the accuracy of daily financial transactions
Prepare and distribute end-of-day reports for hotel leadership, highlighting key performance metrics and operational updates
Address and resolve any discrepancies in billing or accounts during the audit process
Act as the primary decision-maker and point of contact for any overnight escalations
Handle all training with associates to ensure Omni Standards
Coordinate with other departments to fulfill unique or urgent guest needs, such as arranging late-night dining, wake-up calls, or transportation
Oversee the preparation of welcome amenities, personalized notes, or special arrangements for VIP guests arriving overnight
Oversee the implementation of security protocols to safeguard guests, staff, and property
Respond to emergency situations, including fire alarms, medical incidents, or other urgent matters, in line with hotel procedures
Ensure adherence to all company policies, local laws, and brand standards
Communicate with all department managers on continuing basis. Especially the communication with Night Audit each evening/morning
Address and resolve guest complaints or requests promptly, maintaining the highest level of professionalism and empathy
Be very familiar with the hotel computer systems (Opera Property Management System, Synergy, ALICE) for training maintenance and trouble shooting
Complete weekly front office supply inventories to ensure adequate pars of such
Complete rate discrepancy report and make needed changes
Balance all house accounts and investigate discrepancies to ensure accuracy
Process adjustments, corrections, or refunds as necessary, ensuring accurate billing and seamless guest account handling
Maintain strict adherence to hotel financial policies and procedures to prevent loss and fraud
Block/assign applicable arrivals for the following day; i.e. V.I.P.'s, ESP's, Special Requests, etc
Prepare group information sheets
Complete check-out with balance report
Complete credit check daily
Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities
Assure knowledge and training of Marketing Programs (i.e Select Guest) of company and hotel
Work closely with the Loyalty Ambassador to ensure all select guests are receiving their benefits
All other tasks assigned by the Director of Front Office and Director of Rooms
Qualification
Required
Strong problem-solving skills and the ability to remain calm and decisive under pressure
Previous luxury hotel experience in a supervisor or management role is required
Exceptional leadership and communication skills, with the ability to inspire and manage a team effectively
Strong understanding of night audit processes, financial reconciliation, and hotel operations
A passion for delivering luxury experiences and exceeding guest expectations
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
Four year college degree, preferably in the hospitality industry or equal work experience
Proficiency in hotel management systems (e.g., Opera, PMS, Synergy, ALICE, all 3rd party reservation systems i.e. Expedia and Booking.com) and Microsoft Office Suite
Strong knowledge of Microsoft Office Software
Preferred
Multilingual abilities are a plus
Benefits
Free Donwtown Parking in our Underground Garage
Associate Cafeteria with Daily Complementary Hot Meals
Medical, Dental, Vision, Employee Assistance Program, Telemedicine, and Short Term & Long Term Disability.
401(K) Match, Pre-Tax Health Savings Account, and Flexible Spending Amount
Exclusive Omni Associate Travel Discounts on Hotel Rooms, Food & Beverage and more!
Unique Perks include Tuition Reimbursement, Adoption Services Aid, Pet Insurance, Legal Services, Paid Time Off and Friends & Family Discounts
Development Opportunities including Discounted E-Cornell Courses, Leadership Development Programs, Diversity & Inclusion Programs, Omni Support Center Internal Reward Program, and Work/Life Balance
Company
Omni Dallas Hotel
Located in the center of the revitalized downtown Dallas, Omni Dallas Hotel is connected via sky bridge to the Dallas Convention Center and close to restaurants, shops, the Dallas Arts District and more.
Founded in 2011
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase