Front Office Supervisor

Omni Hotels & Resorts; Charlotte (NC); On-site; USD 42,000 - 62,000; Full time

Job summary

Omni Hotels & Resorts is seeking a Front Desk Supervisor to deliver a five-star welcome and departure experience. You will assist guests with hotel information, manage check-ins/outs, and uphold Omni’s Moments of Service standards.

Collaboration with Concierge, Bell/Door, and Ideal Services teams is essential. Ideal candidates have luxury hospitality experience, strong communication, and the ability to multitask in a fast-paced environment while maintaining a professional demeanor to ensure

Qualifications

• Previous luxury hotel experience is required.
• Previous Front Office experience is required.
• Customer service oriented with strong organizational skills.
• Knowledge of local area and attractions.
• Ability to work flexible hours including nights, weekends and holidays.
• Strong interpersonal skills and professional demeanor.
• Must be able to multitask in a fast-paced environment.
• Must communicate clearly in English.
• Computer literacy including payroll, office software, and PMS.

Responsibilities

• Process guest check-ins and check-outs per SOP.
• Listen attentively to guest inquiries and respond appropriately.
• Set up guest accounts with preferences.
• Block rooms in the system and follow through on requirements.
• Pre-register guests and prepare key packets.
• Communicate guest information to relevant departments.
• Maintain confidentiality of guest and hotel information.
• Ensure security of guest room access.
• Settle folios and process charges and adjustments.
• Maintain guest history files.
• Accommodate room changes promptly.
• Document guest requests or complaints and follow up.
• Issue safe deposit boxes and manage keys.
• Monitor, send and distribute guest faxes.
• Generate daily and weekly reports.
• Coordinate with Housekeeping to resolve room status.
• Maintain knowledge of hotel features, rates and promotions.
• Ensure public areas are clean by partnering with Housekeeping.
• Interact with other departments to satisfy guest needs.
• Speak with guests in a friendly manner.
• Proactively seek ways to improve the hotel experience.
• Maintain professional appearance per Omni standards.
• Attend required trainings and meetings.
• Perform other duties as assigned.

Skills

Guest service

Communication

Multi-tasking

Problem solving

Attention to detail

Teamwork

Tools

Payroll systems

Microsoft Office

Property Management System

Job description

Overview

Front Desk Supervisors are responsible for providing a five-star welcome and departure experience to each guest, as well as 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 hotel departments especially our Concierge, Bell/Door and Ideal Services teams.

Responsibilities

• Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedure


• Empathetically listen to guest inquiries and provide appropriate responses


• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)


• Block rooms in the computer and follow through on designated requirements


• Pre-register designated guests and prepare key packets


• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)


• Maintain confidentiality of all guests and hotel information


• Employ attention to detail in order to ensure security of guest room access.


• Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments


• Maintain guest history files on all guests


• Accommodate room changes expediently


• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the 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, print and 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 packages and promotions.


• Ensure the public areas (lobby) is maintained, 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, respect and cooperation among co-workers. Treats co-workers fairly and equitably.


• Maintain a professional, neat and 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 department trainings and meetings.


• Perform any other duties required by management.

Qualifications

• Previous luxury hotel experience is required.


• Previous Front Office experience is required.


• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.


• Knowledge of the surrounding area and all of its attractions.


• Must be willing to work flexible hours as needed during busy times and high-profile events, including nights, weekends and holidays.


• Highly developed customer service skills; possessing a 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, engaging and personalized service.


• Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities.


• Must possess the ability to handle stressful and busy hotel operations. Ability to maintain a 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.


• Must meet standards of appearance and maintain a high level of personal hygiene at all time.


• Clear, concise written and verbal communication skills. Candidate must 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