Hotel Innkeeper

Omni Atlanta Hotel at Centennial Park provides luxurious comfort and pure style in a four‑diamond hotel located in the heart of downtown Atlanta. The hotel offers breathtaking views of the downtown skyline, picturesque Centennial Olympic Park, and convenient access to Philips Arena, the Georgia World Congress Center, and Mercedes‑Benz Stadium. Associates experience a fun, dynamic work environment with comprehensive training, mentoring, and the pride that comes from working for a company celebrated for exceptional service. If you are friendly, motivated, and passionate about serving, the Omni Atlanta Hotel at Centennial Park may be the perfect match for you.

Oversee the reservations aspects of the hotel while ensuring that all group bookings are handled and processed efficiently and correctly, through consistent interactions with the Sales & Convention Services Departments. This role reports to the Director of Rooms and performs additional duties related to reservations and revenue management as required.

Group Reservations and Management

Manage group reservation processes including creating and maintaining room blocks, ensuring accurate guest information and billing, and handling rooming lists and reservation changes in collaboration with the Convention Service Manager and group clients.

Manage duplicate reservations and resolve any group reservation errors.

Daily Operations and Monitoring

Serve as the point of contact for reservation management, responding to queries regarding rates, changes, and billing issues.

Complete competition rate analysis, monitor and manage bookings through internet and FIT, and handle guest communications on platforms like booking.Ensure accurate input and management of reservations in systems such as OPERA and PMS, and respond promptly to all communications.

Financial Responsibilities

Manage financial transactions including charging for no‑shows, cancellations, deposits, and processing group commissions.

Attend to guest billing inquiries and assist Accounting with Travel Agent commission inquiries.

Leadership & Team Management

Provide day‑to‑day leadership and supervision of the Reservations and Group Housing team, ensuring associates understand expectations, priorities, and service standards.

Manage direct reports including scheduling, payroll review, performance coaching, and professional development for a team of up to nine associates.

Serve as the first point of escalation for team members when operational challenges arise, providing guidance and resolution while maintaining service standards and departmental efficiency.

Ensure departmental procedures, brand standards, and operational processes are consistently followed, reinforcing accountability and accuracy across the team.

Facilitate team communication through regular meetings, stand‑ups, and updates to ensure alignment with hotel priorities, brand initiatives, and operational changes.

Partner with Human Resources and hotel leadership to address performance concerns, recognition opportunities, and employee relations matters when necessary.

Support onboarding and training of new associates and reinforce ongoing development to ensure strong technical knowledge of reservations systems, group housing procedures, and inventory management practices.

Act as the departmental leader in the absence of the Director of Revenue Management or other departmental leadership, ensuring continuity of operations and decision‑making.

Maintain a thorough knowledge of hotel services, events, and manage special accounts like ESP.

Knowledge of four‑diamond / four‑star customer service standards.

Previous experience in a Luxury Hotel Customer Service / Reservations (strongly preferred).

Excellent written and spoken English communication skills.

Proficiency in Microsoft Excel and ability to work efficiently in various electronic database programs. Experience with Delphi FDC, PMS, ORS, Extranets, ART, and SQL Server Reporting is preferred.

Minimum of 3 years of reservations or group housing experience in a large hotel (600 keys+) is required. Luxury experience is preferred.

Minimum of 1 year of hotel management experience leading people is required. Luxury experience is preferred.

High school diploma required, college degree preferred.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.

#J-18808-Ljbffr Omni Hotels & Resorts