Guest Services Supervisor

2 weeks ago

San Diego, California, United States Omni Hotels Full time

Location: San Diego Hotel

Experience the beauty of San Diego, where miles of sandy beaches meet a pleasant climate year-round. The Omni San Diego Hotel, a newly renovated four-star establishment, is committed to delivering an exceptional experience for both guests and associates. Our team enjoys a vibrant work atmosphere, comprehensive training, and the pride of being part of a company renowned for outstanding service. We foster a culture of respect, gratitude, and empowerment, making it an ideal workplace for friendly and motivated individuals passionate about serving others.

Position Overview: The Guest Services Supervisor will collaborate closely with the Director of Rooms, Rooms Division Manager, and Assistant Guest Services Managers to lead the Front Desk and Guest Services teams, ensuring optimal operational efficiency. This role involves managing and resolving both associate and guest concerns while maintaining professionalism at all times.

Key Responsibilities:

  • Establish a positive culture and tone within the department to deliver exceptional service.
  • Train all front office staff to adhere to service standards and effectively utilize all computer systems.
  • Monitor and coach associates to enhance Select Guest memberships, ensuring VIPs and Select Guests receive superior service.
  • Oversee daily front desk operations.
  • Generate and manage reports to meet internal audit, Medallia, and financial objectives.
  • Conduct ongoing training with all associates.
  • Maintain continuous communication with all departments, particularly with Assistant Guest Services Managers.
  • Address and resolve guest complaints, ensuring a satisfactory outcome.
  • Familiarize with the hotel computer system for training and troubleshooting purposes.
  • Complete rate discrepancy reports and implement necessary adjustments.
  • Assign applicable arrivals for the next day, including VIPs and special requests.
  • Complete check-out procedures with balance reports.
  • Conduct daily credit checks.
  • Adhere to all Systems & Controls related to Front Office operations.
  • Assist with departmental scheduling and monitor payroll productivity.
  • Directly oversee all aspects of Front Office, Guest Services, and PBX departments.
  • Participate in meetings as directed by the Director of Operations.

Qualifications:

  • Minimum of 1 year experience in a Front Office Management role.
  • Ability to work approximately 50 hours per week, with flexible shifts including weekends and holidays.
  • Excellent organizational, supervisory, and customer service skills.
  • Previous experience in cashiering, front office, food & beverage, or related fields.
  • Ability to perform well under pressure and manage challenges professionally.
  • Possess a polished, 4-diamond presentation.
  • Bachelor's degree in hospitality management preferred.

Compensation: $75,000 - $80,000 per year. The pay range reflects what Omni Hotels & Resorts reasonably expects to offer, with actual compensation varying based on qualifications and experience.

Omni Hotels & Resorts is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.

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