PM Rooms Operations Leader

Omni Hotels & Resorts; Houston (TX); On-site; USD 42,000 - 68,000; Full time

Job summary

Omni Houston Hotel seeks an experienced hospitality professional to work closely with the Director of Front Office and other Operations Departments to ensure maximum operating efficiency and smooth PM operations, while driving customer satisfaction.

The role requires leadership across Front Office, Guest Services, Housekeeping, and Security, with a focus on standards, safety, and guest experience, in a dynamic Omni environment.

Qualifications

• Previous Front Office or Housekeeping leadership experience preferred.
• Experience with Opera Cloud, Canary, and Synergy preferred.
• Ability to work a flexible schedule including nights, overnight coverage, weekends, and holidays.
• Ability to stand for the duration of scheduled shifts.
• Strong customer service skills with the ability to multitask, pay attention to detail, and stay organized.
• Knowledge of Property Management Systems and related computer applications.
• Strong proficiency in Microsoft Office software and computer systems.

Responsibilities

• Ensure all arriving and departing guests receive exceptional customer service while supporting Front Office operations in accordance with Omni standards.
• Communicate continuously with all department managers, with particular emphasis on nightly communication with the Night Audit team and support late night arrivals.
• Assist in resolving guest complaints, ensuring a satisfactory outcome and maintaining guest confidence.
• Understand and lead all emergency procedures and security protocols.
• Maintain strong familiarity with hotel computer systems for training, maintenance, and troubleshooting purposes.
• Participate in guest engagement meetings and respond to Medallia alerts.
• Conduct daily property walks to monitor operations, identifying and resolving inconsistencies.
• Oversee Front Office, Guest Services, Housekeeping, and Security departments, while supporting PM F&B managers as needed.
• Adhere to financial audit compliance and review daily journal transactions and cash handling closures.
• Adhere to all Front Office systems, controls, and assigned areas of responsibility.
• Ensure representation at Safety and Issue Prevention meetings.
• Conduct the required number of MOS Checklists for associates each month.
• Facilitate a monthly department meeting.
• Review and train associates on brand standards monthly.
• Ensure items identified during SOP reviews are resolved promptly.
• Verify that all standards on the overnight shift are maintained.
• Maintain broad knowledge of hotel services and amenities.
• Understand reservations processes and special packages.
• Ensure departmental cleanliness and organization.
• Cover shifts in other operational areas when required.
• Complete weekly supply inventories to ensure proper par levels are maintained.
• Collaborate with the Loyalty Ambassador to ensure select guest experiences are tracked and delivered.

Skills

Customer service

Multitasking

Attention to detail

Organization

Tools

Opera Cloud

Canary

Synergy

Job description

Omni Houston Hotel seeks an experienced hospitality professional to work closely with the Director of Front Office and other Operations Departments to ensure maximum operating efficiency and smooth PM operations, while driving customer satisfaction.

The role requires leadership across Front Office, Guest Services, Housekeeping, and Security, with a focus on standards, safety, and guest experience, in a dynamic Omni environment.