Front Desk Supervisor
2 days ago
We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at Omni Hotels & Resorts. 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.
The ideal candidate will have previous supervisory experience, excellent communication skills, and a strong understanding of hotel operations and procedures. If you are a motivated and organized individual with a passion for delivering exceptional guest experiences, we encourage you to apply for this exciting opportunity.
Key Responsibilities- Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures.
- Understand and execute all Moments of Service for PBX, Guest Services, and Front Desk.
- Prepare and distribute daily reports as directed.
- Accurately prepare VIP, complimentary, house use rooms, and out of order lists.
- Conduct backup procedures for Opera and ResortSuite and drop tape nightly.
- Balance daily postings and revenue.
- Complete third shift Night Audit checklist when working overnight.
- Ensure adequate communication to all necessary departments through ShiftNotes, Opera Profile Notes, and email.
- Understand and assist in solving front office standards and deficiencies.
- Document 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.
- Balance daily postings and revenue, and resolve inaccuracies.
- Ensure nightly transmission of credit cards through IPU and ResortSuite.
- Be thoroughly acquainted with all check-in and check-out procedures and policies.
- Protect confidential guest information and guest room key access according to front office SOPs.
- Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
- Be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, emergency procedures, and execute to standard.
- Train new associates.
- Run the desk in absence of Overnight Manager.
- Understand and 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 emergency procedures.
- 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.
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