Concierge Supervisor

Omni Hotels & Spas•Hot Springs, VA

3d•Onsite

About The Position

The Concierge Supervisor is responsible for optimizing revenue by ensuring staff are knowledgeable about activities, pricing, and availability. This role involves creating activity desk schedules, working with managers to ensure proper coverage, and being aware of occupancy to drive activities during periods when late departures can be granted. The supervisor will proactively discount activities to increase bookings during low-demand times, streamline monitoring of booking activity, and provide analysis to increase bookings and capture additional spend. Fostering relationships with F&B, Recreation, and Reservation teams is crucial to ensure activity and dining bookings meet guest demand. The role also involves generating ideas for creative, property-specific experiences, establishing standards for activity center operations to meet service levels, and analyzing/responding to Medallia surveys to build guest loyalty. Ensuring proper information is shared with in-house and reserved guests, overseeing problem resolution and manager on duty responsibilities, and conducting Situational MOS to ensure staff represent the department and resort effectively are key. The supervisor will provide coaching on selling strategies, ensure associates are engaged and have the necessary tools, and resolve inter-departmental issues. They will review group resumes, communicate needs to the front office team, support the loyalty ambassador, and conduct history tours and training when needed. Oversight of the amenity program and training in ALICE are also included.

Requirements

Be familiar with front desk operations to oversee problem resolution or manager on duty responsibilities when needed.
Provide solutions to problems that arise between other departments and the front office staff.
Review group resumes and effectively communicates needs to the front office team.
Support the loyalty ambassador and take on this role’s responsibilities in the absence of the loyalty ambassador.
Trains individuals for the history tour and conducts the tour when needed.
Oversees amenity program and conducts training for new associates in ALICE.

Responsibilities

Optimize revenue by ensuring staff are familiar with activities, pricing and availability.
Create activities desk schedules.
Work with relevant managers to ensure proper coverage of concierge desk through the weekly schedule.
Be familiar with occupancy and drive activities on days where late departures can be granted to capture more revenue on guest departure days.
Be proactive by discounting activities to increase booking during low-demand times.
Streamline ways to monitor booking activity and provide analysis on how to increase bookings and capture additional spend.
Foster relationships between the F&B, Recreation, Reservation team to ensure activity and dining bookings are being made available based on guest demand.
Generate ideas to come up with creative experiences that are property specific.
Create standards for activity center operation to ensure optimum service levels are being met.
Analyze and respond to Medallia surveys. Foster relationships with guests and build loyalty for future business.
Ensure proper information is being shared to in house guests and guests who have reservations.
Be familiar with front desk operations to oversee problem resolution or manager on duty responsibilities when needed.
Conduct Situational MOS to ensure staff are representing the department and resort in a way that increases guest knowledge of amenities/activities.
Provide coaching and teach selling strategies to ensure staff are confident with available offerings.
Ensure associates are engaged with their work and that the individuals have the correct tools and equipment to perform their duties.
Provide solutions to problems that arise between other departments and the front office staff.
Review group resumes and effectively communicates needs to the front office team.
Support the loyalty ambassador and take on this role’s responsibilities in the absence of the loyalty ambassador.
Trains individuals for the history tour and conducts the tour when needed.
Oversees amenity program and conducts training for new associates in ALICE.