Front Office Supervisor

About the Hotel

Since 1916, the Omni William Penn Hotel has been a landmark of elegance in downtown Pittsburgh. Over the years, we’ve welcomed movie stars, politicians, world leaders, professional athletes, and business icons—cementing our place as one of the city’s most celebrated destinations. At Omni William Penn, our associates are the heart of our success. We foster an All In culture where respect, gratitude, and empowerment are part of every day. Here, you’ll find a supportive environment with training and mentoring opportunities, dedicated teammates who take pride in delivering exceptional service, and a workplace where your contributions truly make a difference.

Purpose

The main purpose of the Senior Front Desk Supervisor is the correct and appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner. The Senior Front Desk Agent also needs to be familiar with the A.M. and P.M. checklist.

Reports to: Director of Front Office, Assistant Front Office Manager.

Responsibilities

• Be thoroughly acquainted with all check-in and check-out policies and procedures.
• Be familiar with guest scenarios.
• Be familiar with all technical equipment related to the Front Desk.
• Be familiar with all hotel facilities.
• Understand and adhere to Selling Strategy calendars by all Front Desk agents.
• Read, initial, and sign the ‘Ideal Service Recovery’ standard and procedure.
• Be familiar with general organization set-up and the inter-relationship between different departments.
• Train new associates.
• Be familiar with shift checklist and be able to run the desk in absence of the assistant manager.
• Be familiar with Opera PMS, voice mail system, and Avaya telephone systems.
• Complete 1 MOS Audit Per Day and maintain Tracking Board.
• Able to complete full system “Reorganization” and operate Front Desk manually.

Tools and Equipment

• Computer and printer
• Telephone
• Pen/pencil
• Photocopying machine
• Facsimile machine

Working Environment

Interior and on occasion exterior of hotel with exposure to weather conditions.

Physical Requirements

• Lifting/Pushing/Pulling/Carrying: Must be able to lift up to 25 lbs, push/pull a bell cart fully loaded with luggage, and carry a full suitcase.
• Bending/Kneeling: Must be able to bend over for extended periods of time and kneel when needed.
• Mobility: Move to copier and computer room to perform FOM functions (30–50 feet) and attend department and other required meetings (50–500 feet).
• Standing: Continuous standing performing guest services at desk—20% of 10-hour shift.
• Hearing/Vision/Speech/Literacy:
  • Hearing is moderate (ability to communicate with guests and staff).
  • Vision is critical (key control, cashiering, run and verify reports, etc.).
  • Speech is moderate (ability to handle guest relations and supervise staff).
  • Literacy is critical (ability to run and verify reports, cashiering duties).
• Equipment Operation: Computer system 80% of time, copier 5%, fax machine 5%, printer 5%, switchboard 5%.