Front Desk Supervisor

Full-Time

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.

• 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.
• Be involved in resolution of as many guests' complaints as possible.
• 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.
• Assist 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.

• 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.

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.