The Omni Homestead Resort & Spa

Our employees are what make The Omni Homestead Resort & Spa what it is. Since 1766, they’ve helped us offer guests an opportunity to enjoy Southern hospitality at its best. Located in the Allegheny Mountains of Virginia, we are a four-season resort that boasts superb restaurant dining experiences, championship golf, spa, winter sports and numerous other activities ideal for families and corporate outings.

The Omni Homestead Resort & Spa’s 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. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Homestead Resort & Spa may be your perfect match.

The main purpose of the Rooms Controller is to coordinate and organize the hotel’s guest room inventory.  The Rooms Controller will act as a liaison between the Housekeeping, Engineering, Front Office, and Reservations department regarding the status and distribution of all guest rooms. This position will also perform Front Desk Agent duties and provide a four-diamond welcome and departure experience to each guest, as well as serving as ambassadors throughout the guest’s stay. 

• To be thoroughly knowledgeable of all room types and pricing. 
• Be able to offer alternatives when room requests cannot be met

• To block and pre-register all reservations arriving. 
• Oversee room inventory and ensure proper blocking strategies are in place
• Work with the engineering and houskeeping team in managing OOO and OOS rooms
• Assist leadership team in managing sellouts
• Review the reservations made yesterday report to block all new reservation requests
• Block all dynamic package rooms (e.g., Patio, Fireplaces, Connecting Rooms, etc.)
• Work with DORM and Loyalty Manager on suite upgrades and suite assignments
• Run the Very Detailed Arrivals daily to ensure all requests have been met
• Block all pet rooms in accordance with the pet policy
• Reviews resume and work with group housing for group blocking. 

• Assists with development and execution strategy of sold-out nights. 

• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.) 

• Pre-register designated guests and prepare key packets for client retrieval. 

• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery) 

• Familiar with all reservation special packages and procedures such as online check-in. 

• Understand Select Guest program and VIP procedures. 

• Thoroughly knowledgeable of our PMS and CRS, with a broad knowledge of Opera. 

• Acquainted with all check-in and check-out procedures and policies. 

• Acquainted with the AM and PM checklist. 

• Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process. 

• Knowledgeable of all Front Office, Guest Services and Ideal Services Moments of Service scenarios, and execute to standard. 

• Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests. 

• Be familiar with all hotel amenities and hours of operation. 

• To be familiar with the inter-relationship between the different departments (to include Ideal Services, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing). 

• To be familiar with local attractions and businesses. 

• Understand and perform cash handling processes. 

• Understand the importance of our Medallia scores. 

• Maintain 4 - Star/4 – Diamond Standards of guest service. 

• Proper phone and radio etiquette; answering the phone and radio with a smile in your voice. 

• Aid guests in locating other areas of the hotel (walk them to destination if possible). 

• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications. 

• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets. 

• Be able to place amenity requests

• Be able to place work requests into Alice or Synergy. 

• Minimum 6 months hotel front office experience preferred.    

• Ability to accurately and efficiently input information into computer systems. 

• Ability to work cohesively with co-workers both within and outside of your department. 

• Ability to think clearly, quickly and make concise decisions. 

• Ability to prioritize, organize and follow up. 

• Developed computer proficiencies, OPERA experience a plus. 

• Strong organizational skills with the ability to multi-task in a fast-paced environment. 

• Ability to handle stressful situations, while maintaining a calm and welcoming demeanor. 

• Excellent customer service and problem-solving skills. 

• Must be able to work a variety of shifts, including weekends and holidays. 

• Must be able to sit and/or stand for extended periods of time. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.   

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. 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 applicationassistance@omnihotels.com.