Front Desk Supervisor

Front Office Supervisor Overview

Front Desk Supervisors are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. To make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them.

Responsibilities

• Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures
• Empathetically listen to guest inquiries and provide appropriate responses
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
• Block rooms in the computer and follow through on designated requirements
• Pre-register designated guests and prepare key packets
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Maintain confidentiality of all guests and hotel information
• Employ attention to detail in order to ensure security of guest room access
• Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
• Maintain guest history files on all guests
• Accommodate room changes expediently
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation
• Follow up to ensure completion and guest satisfaction
• Issue safe deposit boxes to guests and ensure security of key
• Monitor, send and distribute guest faxes
• Generate, print and distribute daily and weekly reports
• Resolve discrepancies on the room status report with Housekeeping
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions
• Ensure the public areas (lobby) is maintained, clean and tidy by partnering with the Housekeeping Department
• Interact with other departments to ensure that guests’ needs are satisfied
• Speak to guests in a friendly, warm manner, making them feel welcome at the hotel
• To proactively work to seek out ways in which to improve the hotel experience for our guests
• Encourage and build mutual trust, respect and cooperation among co-workers
• Treat co-workers fairly and equitably
• Maintain a professional, neat and organized appearance according to Omni Boston Seaport standards
• Respond swiftly and effectively in any emergency or safety situations
• Ensure a safe working and guest environment to reduce the risk of injury or accident
• Attend all required department trainings and meetings
• Perform any other duties required by management

Qualifications

• Previous luxury hotel experience is required
• Previous Front Office experience is required
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed
• Knowledge of the surrounding area and all of its attractions
• Must be willing to work flexible hours as needed during busy times and high-profile events, including nights, weekends and holidays
• Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail
• Pioneered ability to engage guests at all levels
• Must be passionate about providing warm, engaging and personalized service
• Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities
• Must possess the ability to handle stressful and busy hotel operations
• Ability to maintain a positive and professional demeanor and composure at all times
• Must have the ability to report to work on time and when scheduled
• Must have the ability to stand and/or walk for extended periods of time
• Must meet standards of appearance and maintain a high level of personal hygiene at all time
• Clear, concise written and verbal communication skills
• Candidate must be comfortable speaking to guests
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers
• Computer literacy to include: Payroll systems, Microsoft Office, Property Management System

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