Front Desk Supervisor
21 hours ago
Omni Hotels & Resorts is seeking a highly skilled and experienced Front Desk Supervisor to join our team at the beautiful Barton Creek Resort & Spa in Austin, Texas.
Job Summary:
The Front Desk Supervisor is responsible for providing exceptional customer service to our guests, ensuring a smooth and efficient check-in and check-out process, and maintaining the highest standards of quality and productivity in the front office.
Key Responsibilities:
- 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 the following morning 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.
Omni Hotels & Resorts is an equal opportunity employer.
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