Front Office Operations Supervisor

2 weeks ago

Washington, Washington, D.C., United States Omni Hotels & Resorts Full time

Overview

Omni Hotels & Resorts

At Omni Hotels & Resorts, we pride ourselves on providing exceptional service and creating memorable experiences for our guests. Our team members are dedicated to upholding the highest standards of hospitality, and we are looking for individuals who share our commitment to excellence.

Our associates enjoy a supportive work environment that fosters professional growth and development. Many of our team members have built long-lasting careers with us, celebrating significant milestones and achievements together.

Job Description

The Front Office Operations Supervisor plays a crucial role in ensuring optimal operational efficiency by assisting the Director of Front Office in managing all aspects of front office operations. This position is vital in maintaining high levels of guest satisfaction and promoting associate development.

Responsibilities

  • Uphold and ensure that guest satisfaction standards are consistently met.
  • Guarantee that all guests, upon arrival and departure, receive the utmost courtesy and prompt service from the Front Office team.
  • Oversee the completion of necessary reports and checklists.
  • Understand and execute cash handling procedures, ensuring compliance with banking standards.
  • Be well-versed in check-in and check-out protocols, as well as the hotel’s amenities and local attractions.
  • Manage parking procedures and ensure accurate postings to guest accounts for parking revenue.
  • Safeguard confidential guest information and access to guest rooms in accordance with Front Office standard operating procedures.
  • Familiarize oneself with all hotel rate plans and codes, applying rate strategies when adjusting guest rates.
  • Monitor guest requests to ensure timely fulfillment and effectively address any guest complaints to maintain a positive impression.
  • Engage in the service recovery process, addressing guest concerns efficiently and satisfactorily.
  • Participate in meetings focused on issue prevention and respond to alerts as directed by management.
  • Communicate essential hotel, guest, and group information to associates daily.
  • Gain proficiency in all hotel operating systems and software.
  • Assist with weekly inventory of supplies and order necessary front office materials and uniforms.
  • Support the rate discrepancy report process.
  • Aid in the daily balance and credit check reports.
  • Adhere to all systems and controls relevant to the Front Office and associated responsibilities.
  • Assist in creating staff schedules and monitor staffing levels based on business needs.
  • Train Front Office staff to ensure high-quality service.
  • Maintain a motivated and well-trained team that consistently strives for personalized service and memorable guest experiences.

Qualifications

  • A minimum of 1 year of experience in Front Office Management is required.
  • Previous leadership experience in an upscale, full-service hotel environment is essential.
  • Strong knowledge of front office hotel operations and procedures is necessary.
  • Flexibility to work various shifts, including nights, weekends, and holidays.
  • Excellent verbal and written communication skills in English, with the ability to engage with guests, management, and colleagues effectively.
  • Capability to stand for the duration of the scheduled shift.
  • A customer service-oriented mindset, with the ability to multitask, attention to detail, and strong organizational skills.
  • A four-year college degree, preferably in hospitality management.
  • Familiarity with Property Management Systems and related software is preferred.
  • Proficiency in Microsoft Office applications is required.
  • Developed computer skills, with OPERA experience being a plus.

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