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Front Desk Team Lead

2 months ago

Austin Texas, United States Omni Hotels & Resorts Full time

Job Summary:

Omni Hotels & Resorts is seeking a highly skilled and experienced Front Desk Supervisor to join our team at the beautiful Barton Creek Resort & Spa. As a Front Desk Supervisor, you will be responsible for ensuring seamless guest check-ins and check-outs, providing exceptional customer service, and maintaining the highest standards of professionalism and courtesy.

Key Responsibilities:

  • Maintain high standards of personal appearance and grooming, including wearing the proper attire and name tag when working.
  • Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures.
  • Understand all Moments of Service for PBX, Guest Services, and Front Desk.
  • Preparation of daily reports and distribution as directed.
  • Accurate preparation of VIP, complimentary, house use rooms, and out of order lists.
  • Conduct back-up procedures for Opera and ResortSuite and drop tape nightly.
  • Balancing of daily postings and revenue.
  • Completion of third shift Night Audit checklist when working overnight.
  • Ensure adequate communication to all necessary departments by communicating through ShiftNotes, Opera Profile Notes, and email.
  • Understanding of all front office standards and assist in solving deficiencies.
  • Documenting errors made by cash handling agents.
  • Prepare In-house allowance and adjustment spreadsheets each day.
  • Prepare and send out the Daily Business Analysis to all BC Users.
  • Balancing of daily posting and revenue, and resolution of inaccuracies.
  • Ensuring nightly transmission of credit cards through IPU and ResortSuite.
  • To be thoroughly acquainted with all check-in and check-out procedures and policies.
  • To appropriately protect confidential guest information and guest room key access according to front office SOP's.
  • Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
  • To be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, emergency procedures, and execute to standard.
  • Must be able to train new associates.
  • Must be familiar with shift checklist and be able to run the desk in absence of Overnight Manager.
  • Understand and be able to perform rooms controller duties.
  • Broad knowledge of ResortSuite, Synergy, GoConcierege, Opera, and Vingcard systems.
  • Familiar with all reservation special packages.
  • Understand all radio codes and all emergency procedures.

Requirements:

  • Must be able to work a flexible AM and PM schedule, including weekends and holidays.
  • Previous supervisory experience preferred.
  • College degree preferred, but not required.
  • Bilingual strongly preferred.