Front Office Supervisor

Omni Hotels; Charlotte (NC); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Omni Hotels in Charlotte is seeking a Front Desk Supervisor to deliver a five-star welcome and departure experience for every guest. You will collaborate with Concierge, Bell/Door, and Ideal Services teams to resolve issues, settle folios, and handle requests with discretion.

You’ll lead check-ins/outs, maintain guest history, and ensure accurate room and billing information while upholding Omni’s standards and brand image in a fast-paced luxury environment.

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

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.

Skills

Customer service

Multi-tasking

Detail oriented

Organizational skills

Communication skills

English fluency

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