Front Office Supervisor - Overnight

Omni Hotels & Resorts•Boston, MA

4d•$33 - $34

About The Position

The Front Office Supervisor provides a five-star welcome and departure experience and serves as an ambassador for guests throughout their stay. The role makes a first impression by welcoming guests, sharing information about the hotel and local area, and presenting the hotel’s amenities and services. It also handles guest account settlement at checkout, resolves guest concerns, and completes special requests. The supervisor works closely with other hotel departments, particularly Concierge, Bell/Door, and Ideal Services.

Requirements

Previous luxury hotel experience is required.
Previous Front Office experience is required.
Customer-service orientation, ability to multitask, attention to detail, and strong organizational skills.
Knowledge of the surrounding area and its attractions.
Willingness to work flexible hours as needed during busy periods and high-profile events, including nights, weekends, and holidays.
Highly developed customer-service skills, a friendly and approachable demeanor, strong problem-solving abilities, and a keen eye for detail.
Ability to engage guests at all levels and a passion for providing warm, engaging, personalized service.
Ability to work in a fast-paced environment and handle multiple priorities and stressful, busy hotel operations.
Ability to maintain a positive and professional demeanor and composure at all times.
Ability to report to work on time and as scheduled.
Ability to stand and/or walk for extended periods.
Ability to meet appearance standards and maintain a high level of personal hygiene.
Clear, concise written and verbal communication skills; comfortable speaking with guests and able to communicate clearly and pleasantly in English with guests, management, and coworkers.
Computer literacy, including payroll systems, Microsoft Office, and a Property Management System.

Responsibilities

Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures.
Listen empathetically to guest inquiries and provide appropriate responses.
Set up accurate guest accounts according to preferences, including room type and payment.
Block rooms in the computer and follow through on designated requirements.
Pre-register designated guests and prepare key packets.
Communicate pertinent guest information, including special requests and amenity deliveries, to designated departments and personnel.
Maintain the confidentiality of guest and hotel information.
Ensure the security of guest room access through attention to detail.
Apply Omni accounting standards to settle folios accurately and route charges and adjustments.
Maintain guest history files.
Accommodate room changes promptly.
Document guest requests, complaints, and problems immediately; notify the appropriate personnel and follow up to ensure resolution and guest satisfaction.
Issue safe deposit boxes to guests and ensure key security.
Monitor, send, and distribute guest faxes.
Generate, print, and distribute daily and weekly reports.
Resolve room-status-report discrepancies with Housekeeping.
Maintain complete knowledge of hotel features and services, operating hours, room types and layouts, rates, packages, and promotions.
Partner with Housekeeping to keep public areas, including the lobby, clean and tidy.
Coordinate with other departments to satisfy guest needs.
Welcome guests in a friendly, warm manner and proactively seek ways to improve their hotel experience.
Encourage mutual trust, respect, and cooperation among coworkers and treat coworkers fairly and equitably.
Maintain a professional, neat, and organized appearance according to Omni Boston Seaport standards.
Respond swiftly and effectively to emergencies and safety situations, and help maintain a safe environment for guests and employees.
Attend required department trainings and meetings.
Perform other duties required by management.