Concierge Supervisor

Omni Hotels & Resorts•Hot Springs, VA

5d•Onsite

About The Position

The Omni Homestead Resort & Spa has been delighting vacationers for over 250 years. A recently completed $170 million dollar renovation restored the historic character to this Allegheny Mountain resort in Virginia. We are a four-season resort that boasts superb restaurant dining experiences, championship golf, spa, winter sports and numerous other activities ideal for families and corporate outings. The Omni Homestead Resort & Spa’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Homestead Resort & Spa may be your perfect match.

Requirements

Be familiar with front desk operations to oversee problem resolution or manager on duty responsibilities when needed.
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.

Nice To Haves

Friendly, motivated person with a passion to serve others.

Responsibilities

Optimize revenue by ensuring staff are familiar with activities, pricing and availability.
Creates activities desk schedules.
Works 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.