Guest Services Supervisor – Hotel

Omni Hotels & Resorts; New Haven (CT); On-site; USD 42,000 - 62,000; Full time

Job summary

Omni New Haven @ Yale University seeks a front office supervisor to assist the Bell Desk and Guest Services teams during shifts. You will ensure prompt greeting, luggage handling, and smooth operation of the lobby and front drive while maintaining service standards.

Responsibilities include training Bellpersons, managing package storage, coordinating with other departments, and monitoring guest satisfaction scores.

Qualifications

• Minimum supervisory experience in hospitality.
• Excellent verbal and written communication skills.
• Ability to multi-task and manage guest expectations.

Responsibilities

• Oversee Bell Desk and Guest Services during shifts.
• Train Bellpersons and ensure proper luggage handling and storage.
• Maintain lobby areas and front drive cleanliness and efficiency.
• Ensure adherence to hotel policies and service standards.
• Coordinate with other departments to fulfill guest requests.

Skills

Supervisory experience

Communication skills

Multi-tasking

Guest service orientation

Education

BA in hospitality or related field

Tools

Opera

Canary

Synergy

Job description

Location

New Haven Hotel

Located in downtown New Haven and just steps away from the prestigious Yale University, the Omni New Haven @ Yale University surrounds you with luxurious comfort and unparalleled service. The Omni Hotel stands out within New Haven’s skyline. Enjoy breathtaking views from our guest rooms or John Davenports Restaurant located in the 19th floor overlooking the Yale Campus.

Come join our award winning team at the only 4-diamond hotel in New Haven where you’ll experience a rewarding and fostering work environment!

Job Description

This position assists the Front Office leaders in overseeing the bell desk / guest services team during a scheduled shift. In addition to the administration of all guest related programs. While creating a welcoming atmosphere in the lobby conducive to the prompt and efficient handling of all guests needs.

Responsibilities

• Complete training of Bellpersons
• Oversees the storage of all guest luggage and package deliveries for guests.
• Ensures the cleanliness of the Bellstand, storage room, Front Drive, business center and lobby.
• Oversees the Maintenance of all the Bell Carts.
• Maintains an orderly shift log of all Bellstand activities
• Oversees the storage and delivery of all packages to the Bellstand. Follows up on a daily basis to see that these packages are delivered within the 15 minute standard and to the proper location.
• Supervises Bellpersons to ensure a smooth and orderly work flow and maximum service to our guests.
• Arrange alternate luggage area space during peak bag storage times.
• All employees are required to fully comply with Omni rules and regulations for the safe and effective operation of the hotel’s facilities.
• Understand and responsible for hotel key policies.
• Responsible for handling all convention-related distributions to guest rooms.
• Greet our guests in friendly, warm manner.
• Maintaining an orderly package log.
• Follow-up check of stored packages.
• Be familiar with OPera, Canary, synergy & / or other hospitality operating systems.
• Assists the team in achieving Medallia scores.
• Be involved in resolution of as many guest's concerns as possible.
• Communicate to staff all future business demands as well as daily check ins, check outs, occupancy, in house functions, and bus arrivals.
• Provide a "Welcome Call" to guest as required by management.
• Coordinates ammenity lists & deliveries.

Qualifications

• BA in hospitality or related course of study. Graduated Omni OCI (iNTERN) OR lEADER IN DEVELOPMENT equivalent.
• Prior supervisory experience required.
• Prior hospitality experience preferred.
• Ability to teach, develop, and motivate others.
• Must have the ability to multi-task.
• Excellent verbal and written communication skills required.

End of Job Description

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