Front Desk Supervisor

About the role

The role of our Front Office Supervisor is to assist in maintaining four-star/four-diamond service standards throughout each shift. Additionally, the supervisor will be responsible for handling and seeking resolution to guest and associate concerns.

Responsibilities

• Deliver the highest quality of service to guests, working to anticipate and exceed expectations
• Be thoroughly acquainted with all check-in and check-out policies and procedures
• Be familiar with all reservation packages and promotions
• Be experienced in various guest scenarios and be ready to address and correct service issues on the spot, issue service recovery as needed, and communicate second effort recovery without delay
• Maintain continuous liaison with Management, Reservations and Housekeeping staff to guarantee that all guests are receiving quality services that exceed their expectations
• Participate with other members of management to develop plans aimed at elevating services to select target markets
• Supervision of day-to-day tasks of Front Desk Agents, Bell, and Loyalty Ambassador
• Understand and be able to assist in fulfilling room controller duties as needed
• Be familiar with all technical equipment related to the Front Desk, and open IT tickets for assistance, as needed
• Ensure Guest Services meet 4-diamond expectations to include: being knowledgeable of all hotel offerings, hours of operations, directions to nearby attractions and restaurants, striving to adhere to proper verbiage with the Omni Hospitality Greeting
• Monitor, Review and Respond to Medallia Feedback
• Vital component to the training process of new associates
• Perform Moments of Service monthly service culture score card audits
• Collaborate with the accounting team by solving discrepancies with charges related to guests and groups
• Aid in creating the All Together Get Together Meeting Content and Agenda for the team
• Assists with Dispatch of Bell Up and Bell Down as needed
• Oversee/coordinate Group Bell Deliveries per group contact request as needed
• Support Front Office Team, during break, peak periods with assisting guests always, in all areas
• Attend Weekly Resume, Rooms, and Leadership Meetings as needed
• Overseeing conduction of inventories of guest supplies and Concierge supplies and order as needed
• Understand all radio codes and emergency procedures

Requirements

• Minimum of 1-year Front Office or Guest Services experience preferred
• Hospitality leadership outside of these departments may be considered
• Strong understanding of Front Office hotel procedures and practices required
• Previous cash handling experience
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
• Must be able to work a variety of shifts, including weekends and holidays
• May require working overnight shift
• Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance
• Stand or walk for an extended period

Qualifications

• High school diploma or equivalent
• Valid driver's license
• Basic computer skills

Skills

• Customer service skills
• Problem-solving skills
• Communication skills
• Time management skills
• Attention to detail

Benefits

• Comprehensive health insurance
• Paid time off
• Retirement savings plan
• Flexible work schedule

Pay

Compensation is commensurate with experience.

Schedule

Shifts vary based on operational needs.

Omni Hotels & Resorts Is An Equal Opportunity/AA/Disability/Veteran Employer.