Front Office Supervisor

Omni Hotels & Resorts; Providence (RI); On-site; USD 42,000 - 52,000; Full time

Job summary

Omni Providence Hotel is seeking a Front Desk Supervisor to lead the front desk team and ensure smooth guest check-in/check-out, room assignments, and guest satisfaction. The role requires a strong focus on service standards, training, and collaboration with other hotel departments.

You will supervise daily operations, handle guest inquiries, and maintain accurate shift reports while upholding Omni’s brand policies and safety procedures.

Qualifications

• High school education with hospitality management or related training.
• Two or more years of supervisory hospitality experience.
• Knowledge of guest service, check-in/out processes, and brand standards.
• Ability to supervise staff and manage daily operations.

Responsibilities

• Supervise Front Desk staff and coach/counsel as needed.
• Process guest check-ins, room assignments, and upsell strategies.
• Process check-in/check-out and collect payments per policies.
• Answer inquiries about hotel services, events, directions, and attractions.
• Maintain professional and courteous interactions with guests and associates.
• Attend department meetings and participate in task forces as requested.
• Write shift reports and document incidents when assigned.

Skills

Staff supervision

Customer service

Training

Communication

Cash handling

Education

High school diploma

Hospitality coursework

Tools

POS systems

MS Office

Job description

Omni Providence Hotel

The Omni Providence is a landmark hotel in Rhode Island. This hotel is located in the exciting city of Providence and is attached to the Rhode Island Convention Center, Amica Mutual Pavilion, as well as the Providence Place Mall. Guests find themselves in walking distance to everything the city has to offer from historical sights to amazing restaurants. The Omni Providence a beautiful Convention Hotel but our associates are what separate us from the rest of the hotels.

Our culture provides an atmosphere that allows our associates to learn and grow in their professional development in a fun environment. We strongly encourage promotions from within our company, and as a result, our staff has a solid hospitality foundation. Our diverse staff comes from many different countries in the world and provides a fantastic atmosphere to develop both from a professional and personal level. Although we offer a complete benefit package for all of our full-time associates, all of our associates are provided the greatest benefit of all which is 'opportunity'.

ESSENTIAL FUNCTIONS

• Supervise the Front Desk staff. Ensure new associates are equipped with the necessary knowledge and skills to achieve job expectations. Evaluate the staff's job performance and coach and counsel as necessary. Clearly communicate to associates the standards of performance and their role in contributing to individual and team success. Ensure all required training occurs including orientation, safety, fire, alcohol awareness, food handling and blood-borne pathogen. Ensure staff compliance with internal controls, policies, procedures, standards and regulations. Insist on a work environment that is free from harassment.
• Supervise and process guest check-ins and room assignments following the hotel's rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible.
• Supervise and process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.
• If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
• Supervise and process pre-register, block reservations and, as appropriate, same day and future reservations. Cancel room reservations according to policies and procedures.
• On time and at work when scheduled and in proper uniform.
• Attend department meetings as scheduled.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures. Write shift reports including reports on any incidents of theft, accidents or injuries when assigned. Check with manager / supervisor before leaving work area for any reason.
• Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
• Other duties and tasks as requested by management

QUALIFICATIONS

The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.

Education and Experience

High school education plus schooling in hospitality management, business or related experience. Two or more years of related experience. Familiarity with hospitality industry practices preferred.

Skills and Abilities

• Ability to effectively and efficiently supervise staff, daily operations and resolve operational problems in compliance with policies and procedures. Ability to appropriately interview, hire, schedule, motivate, train, monitor and address staff performance.
• Knowledge of guest service and the ability to correctly process check-ins and check-outs, answers questions, and resolves guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations.
• Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Ability to timely compile facts/figures, identify, investigate and resolve matters. Attention to details, good organizational skills and efficient time management. Ability to follow an appropriate course of action based on policies and procedures.
• Ability to operate a computer, phone and other office equipment.
• Display consistent professional leadership with effective listening and communication skills.
• Ability to work in a fast paced environment, sometimes under pressure, while simultaneously handling competing and changing priorities.
• Ability to satisfy the legal requirements for employment within the jurisdiction.

Working Conditions & Physical Effort

Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses. This position may be required to operate a motor vehicle.

EEO Statements

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.