Front Desk Supervisor

Full-Time

Purpose: The role of the Front Office Supervisor is to ensure the appropriate checking in and checking out of guests in a courteous and professional manner while maintaining four star/four diamond standards. Additionally, he/she will be responsible for handling guest issues and forwarding along as needed.

Essential Functions:

• To be thoroughly acquainted with all check-in policies and procedures.
• Maintain 4-Star/4–Diamond Standards of guest service.
• To be experienced with various guest scenarios.
• To be familiar with all technical equipment related to the Front Desk.
• To be familiar with all hotel facilities and offerings.
• Responsible for the training of new associates.
• Must be familiar with shift checklist and be able to run the desk in absence of the Assistant Manager.
• Understand and be able to perform rooms control duties.
• Broad knowledge of Epitome, Synergy and Vingcard systems.
• Familiar with all reservation special packages, hotels rate plans and rate codes.
• Understand all radio codes and emergency procedures.
• Be familiar with all hotel amenities (Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program).
• Be familiar with all hotel facilities (F&B outlets, Business Center, Gift Shop, Fitness Center, Spa, Recreation, Leadbetter Academy, and Golf Club).
• To be familiar with the inter-relationship between the different departments (PBX, Guest Service, Housekeeping, F&B outlets, Gift shop, and Purchasing) and understand the influence and importance of all departments on the Front Desk.
• Understand and perform cash handling processes in accordance with the Cash Handling Policy.
• Understand the importance of our Medallia scores.
• Understand all Moments of Service for PBX, Guest Services and Front Desk.
• Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality and security of associate and proprietary information; protect company assets.
• Report accidents, injuries, and unsafe work conditions to leaders.
• Perform other reasonable job duties, such as special projects as directed by the leaders.

Qualifications:

• Minimum of 1 year Front Office or Guest Service experience required. Hospitality leadership experience outside of these departments may be considered. Strong understanding of front office hotel procedures and practices required.
• Previous cash handling experience required.
• 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.
• Ability to work cohesively with co-workers both within and outside of your department.
• Ability to compute accurate mathematical calculations.
• Ability to think clearly, quickly and make concise decisions.
• Ability to prioritize, organize and follow up.
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.
• Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.
• Developed computer proficiencies, OPERA experience a plus.
• Able to work with management on special projects.
• Able to set priorities for the front office team and provide feedback to others that enhances performance.
• Candidate must have proven leadership skills and must be able to direct, develop and motivate staff.
• Ability to teach employees importance of, and how to greet guests and courteously solve requests.
• Must be able to work a variety of shifts, including weekends and holidays.
• Previous Front Desk experience in a 4 Diamond or Convention Resort Preferred
• Highly motivated self-starter focused on quality, organization, guest service and teamwork
• The ability to work in a fast paced high pressure work environment while executing delegated tasks and assignments

Working Environment:

• Interior of hotel.
• May require working overnight shift.

Physical Job Requirements (for essential functions only)

• Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
• Stand or walk for an extended period or for an entire work shift.
• 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 is available using the following link:

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis ofany protected category with respect to the payment of wages.

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.