Front Office Operations Supervisor

4 weeks ago

Atlanta Georgia, United States Omni Hotels & Resorts Full time

Overview:
Omni Hotels & Resorts

Experience unparalleled luxury and style at the prestigious Omni Hotels & Resorts.

Situated in vibrant urban settings, our hotels offer breathtaking views and exceptional amenities, ensuring a memorable stay for all guests.

At Omni Hotels, our team members thrive in a dynamic and supportive environment, receiving comprehensive training and mentorship while taking pride in delivering outstanding service.

We foster a culture of respect, appreciation, and empowerment every day.

If you are a friendly and driven individual with a passion for hospitality, Omni Hotels & Resorts could be your ideal workplace.


Job Description:


The primary responsibility of this role is to enhance Front Office operational efficiency by assisting the Front Office Manager in overseeing all related activities, ensuring high levels of guest satisfaction and team development.


Key Responsibilities:
Maintain Four Diamond standards and consistently achieve guest satisfaction.


Ensure that all guests, upon arrival and departure, receive the utmost courtesy and are promptly attended to by Front Office personnel (including staff placement, grooming standards, and adherence to service protocols).


Be well-versed in both AM and PM operational checklists, ensuring all necessary reports and tasks are completed.

Understand and execute cash handling procedures, ensuring that cashiers adhere to established banking standards.


Become thoroughly familiar with check-in and check-out protocols, as well as hotel amenities and local attractions.

Oversee room blocking strategies and make necessary adjustments based on guest requests and room availability.

Safeguard confidential guest information and manage room key access in accordance with Front Office Standard Operating Procedures.

Possess in-depth knowledge of the Select Guest and GHA programs, providing necessary training to staff.

Understand all hotel rate plans and codes, and be able to make informed rate adjustments for guests.


Monitor guest requests to ensure timely fulfillment and address any guest complaints to maintain a positive impression.

Engage effectively in service recovery processes, addressing guest concerns promptly and satisfactorily.

Conduct ongoing training for all associates, ensuring 100% completion of Moments of Service Audits monthly.


Participate in guest engagement meetings and respond to alerts in the property management system as directed by the Front Office department head.

Communicate essential hotel, guest, and group information to associates daily.

Assist with weekly inventory of supplies and order Front Office materials and uniforms.

Support the rate discrepancy report, balance reports, and credit check reports on a daily basis.

Adhere to all Front Office systems and controls, along with relevant areas of responsibility.

Assist in creating staff schedules and monitor staffing levels in line with business demands.

Recruit, interview, hire, and train Front Office team members.

Provide effective coaching and counseling to associates as needed and complete performance evaluations.


Assist the department head in scheduling and facilitating monthly meetings, including agenda preparation and documentation (one training hour per month and meeting minutes maintained in HR).


Ensure compliance with Omni Standards regarding new hire training documentation and orientation, disciplinary actions, and uniform distribution.


Payroll Responsibilities:
Manage Kronos edits, corrections, and job coding.

Facilitate daily stand-up meetings for staff.

Cover shifts or adjust schedules in case of staff call-offs.

Provide weekend and vacation coverage as needed.

Represent the Omni Brand and Culture consistently, meeting the expectations outlined in Omni leadership competencies. Reinforce and train associates on the principles of engagement and service excellence.

Support a positive work environment that promotes employee growth, interdepartmental collaboration, and exceptional customer service.


Adhere to all company safety and security policies; report accidents, injuries, and unsafe conditions; complete safety training and certifications.


Follow all company policies and procedures; maintain a clean uniform and professional appearance; uphold confidentiality of proprietary information; protect company assets.


Qualifications:
A minimum of 1 year of experience in Front Office Management or participation in the Omni Leadership Development program is required. Previous leadership experience in an upscale, full-service hotel environment is essential.

Demonstrated leadership skills with the ability to delegate, train, develop, and motivate staff effectively.


Excellent verbal and written communication skills in English, enabling clear and pleasant interactions with guests, management, and colleagues, both in person and over the phone.

Strong organizational abilities with the capacity to multitask and follow up with guests in a fast-paced setting.

Ability to manage stressful situations while maintaining a calm and welcoming demeanor.

Flexibility to work various shifts, including weekends and holidays, with potential overnight shifts required.

Omni Hotels & Resorts is an equal opportunity employer - veterans and individuals with disabilities are encouraged to apply.

The EEO is the Law poster and its supplement are available through official channels.

If you require special assistance to apply for a posted position, please reach out through the appropriate channels.

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