Front Office Supervisor

Tiempo Completo

Overview:

Front Desk Supervisorsare responsible forproviding a five-star welcome and departure experience to each guest, as wellas,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. Front Desk Supervisors are also responsible for settling guest accounts upon check-out, resolving guest issues, and completing special requests. They work closely with all hoteldepartmentsespecially our Concierge, Bell/Doorand Ideal Services teams.

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 accurateaccounts for each guestchecking inaccording to their preferences (room type, payment, etc.)
• Block rooms in the computer and follow through on designated requirements
• Pre-register designated guests and preparekey packets
• Communicate pertinent guest information to designateddepartments/personnel (i.e., special requests, amenity delivery)
• Maintain confidentiality of all guests and hotel information
• Employ attention to detail in order toensure security of guest room access.
• Understand and execute all Omni accounting standards ensuring accuratesettlement of folios, routing of charges and adjustments
• Maintain guest history files on all guests
• Accommodateroom changes expediently
• Document all guest requests, complaintsor problemsimmediatelyand notify designated department/personnelfor resolvingthe 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, printand 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 packagesand promotions.
• Ensure the public areas (lobby) ismaintained, 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.
• Encourages and builds mutual trust, respectand cooperation among co-workers. Treats co-workers fairly and equitably.
• Maintain a professional, neatand 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 departmenttrainingsand meetings.
• Perform any other duties required by management.

Qualifications:

• Previousluxury hotel experience isrequired.
• PreviousFront Office experience isrequired.
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• Knowledge of the surrounding area and all ofits attractions.
• Must be willing to work flexible hours as needed during busy times and high-profile events, including nights, weekendsand holidays.
• Must be available to work overnight shifts with flexibility to cover other shifts according to business need.
• Highly developed customer service skills;possessinga friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail.
• Proven ability to engage guests at all levels. Must be passionate about providing warm,engagingand personalized service.
• Candidatemust be able to work in a fast-paced environment and be able to handle multiple priorities.
• Must possessthe ability to handle stressful and busy hotel operations. Ability tomaintaina 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.
• Clear, concisewrittenand verbal communication skills.Candidatemust 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