Concierge Supervisor

Omni Hotels & Resorts; Hot Springs (VA); On-site; USD 38,000 - 60,000; Full time

Job summary

The Omni Homestead Resort & Spa is seeking an energetic Activities Desk professional to optimize guest experiences and drive revenue through proactive activity management. You will coordinate schedules, liaise with F&B, Recreation and Reservations, and coach staff to maximize bookings and guest spend.

Based at The Omni Homestead Resort & Spa in Virginia, this role involves close collaboration with resort leadership to ensure smooth operations and exceptional guest service.

Responsibilities

• Optimize revenue by ensuring staff are familiar with activities, pricing and availability.
• Creates activities desk schedules.
• Works with relevant managers to ensure proper coverage of concierge desk through the weekly schedule.
• Be familiar with occupancy and drive activities on days where late departures can be granted to capture more revenue on guest departure days.
• Be proactive by discounting activities to increase booking during low-demand times.
• Streamline ways to monitor booking activity and provide analysis on how to increase bookings and capture additional spend.
• Foster relationships between the F&B, Recreation, Reservation team to ensure activity and dining bookings are being made available based on guest demand.
• Provide coaching and teach selling strategies to ensure staff are confident with available offerings.

Job description

The Omni Homestead Resort & Spa

The Omni Homestead Resort & Spa has been delighting vacationers - including 24 U.S. Presidents - for over 250 years. A recently completed $170 million dollar renovation restored the historic character to this Allegheny Mountain resort in Virginia. We are a four-season resort that boasts superb restaurant dining experiences, championship golf, spa, winter sports and numerous other activities ideal for families and corporate outings.

The Omni Homestead Resort & Spa's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Homestead Resort & Spa may be your perfect match.

Essential Functions

• Optimize revenue by ensuring staff are familiar with activities, pricing and availability.
• Creates activities desk schedules
• Works with relevant managers to ensure proper coverage of concierge desk through the weekly schedule
• Be familiar with occupancy and drive activities on days where late departures can be granted to capture more revenue on guest departure days.
• Be proactive by discounting activities to increase booking during low-demand times
• Streamline ways to monitor booking activity and provide analysis on how to increase bookings and capture additional spend.
• Foster relationships between the F&B, Recreation, Reservation team to ensure activity and dining bookings are being made available based on guest demand.
• Generate ideas to come up with creative experiences that are property specific
• Create standards for activity center operation to ensure optimum service levels are being met
• Analyze and respond to Medallia surveys. Foster relationships with guests and build loyalty for future business.
• Ensure proper information is being shared to in house guests and guests who have reservations
• Be familiar with front desk operations to oversee problem resolution or manager on duty responsibilities when needed
• Conduct Situational MOS to ensure staff are representing the department and resort in a way that increases guest knowledge of amenities/activities.
• Provide coaching and teach selling strategies to ensure staff are confident with available offerings.
• Ensure associates are engaged with their work and that the individuals have the correct tools and equipment to perform their duties.
• Provide solutions to problems that arise between other departments and the front office staff
• Review group resumes and effectively communicates needs to the front office team
• Support the loyalty ambassador and take on this role's responsibilities in the absence of the loyalty ambassador
• Trains individuals for the history tour and conducts the tour when needed.
• Oversees amenity program and conducts training for new associates in ALICE

Tools and Equipment

Computer and printer, typewriter, pen/pencil, photo-copying machine, facsimile machine, Alice, Resort suite, Opera, synergy.

Working environment

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

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 of any protected category with respect to the payment of wages.