Front Office Supervisor

Omni Hotels & Spas•Providence, RI

7d•Onsite

About The Position

This role involves supervising Front Desk staff, ensuring they have the necessary knowledge and skills to meet job expectations. The supervisor will evaluate staff performance, provide coaching, and communicate performance standards and individual roles. Key responsibilities include ensuring all required training is completed, maintaining staff compliance with internal controls and policies, and fostering a harassment-free work environment. The position also oversees guest check-ins and check-outs, manages payments, handles guest inquiries, and assists with various guest requests. Additionally, the supervisor is responsible for managing reservations, ensuring punctuality and proper uniform, attending meetings, maintaining a positive attitude, and adhering to safety and security procedures. Special projects and other duties as assigned by management are also part of the role.

Requirements

High school education plus schooling in hospitality management, business or related experience.
Two or more years of related experience.
Ability to effectively and efficiently supervise staff, daily operations and resolve operational problems in compliance with policies and procedures.
Ability to appropriately interview, hire, schedule, motivate, train, monitor and address staff performance.
Knowledge of guest service and the ability to correctly process check-ins and check-outs, answers questions, and resolves guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations.
Ability to process guest bills and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
Ability to timely compile facts/figures, identify, investigate and resolve matters.
Attention to details, good organizational skills and efficient time management.
Ability to follow an appropriate course of action based on policies and procedures.
Ability to operate a computer, phone and other office equipment.
Display consistent professional leadership with effective listening and communication skills.
Ability to work in a fast paced environment, sometimes under pressure, while simultaneously handling competing and changing priorities.
Ability to satisfy the legal requirements for employment within the jurisdiction.

Nice To Haves

Familiarity with hospitality industry practices.

Responsibilities

Supervise the Front Desk staff.
Ensure new associates are equipped with the necessary knowledge and skills to achieve job expectations.
Evaluate the staff’s job performance and coach and counsel as necessary.
Clearly communicate to associates the standards of performance and their role in contributing to individual and team success.
Ensure all required training occurs including orientation, safety, fire, alcohol awareness, food handling and blood-borne pathogen.
Ensure staff compliance with internal controls, policies, procedures, standards and regulations.
Insist on a work environment that is free from harassment.
Supervise and process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies.
Accommodate special requests when possible.
Supervise and process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
Answer inquiries about hotel services, in-house events, directions, local attractions, etc.
Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.
If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
Supervise and process pre-register, block reservations and, as appropriate, same day and future reservations.
Cancel room reservations according to policies and procedures.
Be on time and at work when scheduled and in proper uniform.
Attend department meetings as scheduled.
Maintain a consistent professional and positive attitude and actions when communicating with guests and associates.
Comply with policies and procedures.
Practice safe work habits and comply with sanitary, safety, security and emergency procedures.
Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.
Check with manager / supervisor before leaving work area for any reason.
Perform special projects and other responsibilities as assigned.
Participate in task forces and committees as requested.
Perform other duties and tasks as requested by management.