Front Office Supervisor - Overnight

Omni Hotels & Spas•Boston, MA

1d•Onsite

About The Position

Front Desk Supervisors provide a five-star welcome and departure experience and serve as ambassadors throughout each guest’s stay. They welcome guests, provide information about the hotel and local area, and introduce the hotel’s upscale amenities and services. They settle guest accounts at check-out, resolve guest issues, and complete special requests, working closely with other hotel departments, especially Concierge, Bell/Door, and Ideal Services. The role includes guest registration and account management, handling requests and complaints, maintaining guest and hotel confidentiality, coordinating with Housekeeping and other departments, and ensuring an orderly and safe lobby and guest environment. The supervisor maintains knowledge of hotel features, services, rates, and promotions; supports positive relationships among co-workers; attends required training and meetings; and performs other duties required by management.

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 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 attention to detail.
Ability to engage guests at all levels and passion for providing warm, engaging, personalized service.
Ability to work in a fast-paced environment and manage multiple priorities.
Ability to handle stressful and busy hotel operations while maintaining a positive and professional demeanor and composure.
Ability to report to work on time and when 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; ability to communicate pleasantly in English with guests, management, and co-workers.
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 confidentiality of guest and hotel information.
Use attention to detail to ensure the security of guest room access.
Follow Omni accounting standards for accurate folio settlement, charge routing, and adjustments.
Maintain guest history files.
Accommodate room changes promptly.
Document guest requests, complaints, or problems immediately; notify the designated department or 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, 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.
Speak with guests in a friendly and warm manner and help them feel welcome.
Proactively seek ways to improve the guest experience.
Encourage mutual trust, respect, and cooperation among co-workers and treat them 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, helping maintain a safe environment and reduce injury or accident risk.
Attend required department trainings and meetings.
Perform other duties required by management.