Ideal Services Supervisor FT

Omni Hotels & Resorts•Oklahoma City, OK

2d•Onsite

About The Position

Omni Oklahoma City Hotel is seeking a passionate Ideal Services Supervisor to join the opening team of this upscale hotel int he heart of Oklahoma City This team member will provide service to internal and external customers ensuring that Omni’s service exceeds our guests’ expectations through one central location. Creating a telecommunications center of skilled, well-trained associates capable of receiving, logging, and handling or dispatching every guest request and Restaurant in Room Order with timely follow up with the guest. This role will be required to work PM shifts.

Requirements

Previous supervisory experience preferred.
Computer skills required. Opera & Micros experience preferred.
Must have the ability to work alone, with others, and remain at workstation for entirety of shift.
Must be able to work a flexible schedule including, nights, weekends and holidays.
Must have customer service experience with excellent written and especially verbal communication skills.
Must be able to sit for extended periods of time.
Sit for an extended period or for an entire work shift. May stand at station when needed
Requires repetitive motion.
Move, bend, lift, carry, push, pull, and place objects weighing up to 20 pounds without assistance.

Responsibilities

Responsible for Supervision of Ideal Services Operators.
Answer incoming telephone calls to the hotel efficiently and courteously.
Direct phone calls and messages to appropriate personnel or guest.
Assist Front Office Leadership in maintaining consistent standards of guest service throughout the operation.
Encourage and maintain open and clear communication, rapport, and cooperation with internal departments to foster best possible service to all guests.
Resolve difficult or unusual problems arising with guests and associates.
Train and motivate associates to provide service to guests which meet the brand standards.
Continued training done with all associates. Ensure MOS program is consistent.
Apprise Front Office Management team of all personnel issues that may affect discipline or retention.
Act as coach and positive role model for associates and colleagues.
Recommend to Front Office Leadership changes or innovations to practice / procedure and operation with potential favorable effect on service and quality assurance.
Assist with departmental scheduling and monitoring payroll productivity.
Manage Synergy Work Requests.
Initiating Omni prompt responses help line by logging information regarding problems/situations which require prompt attention and relaying to appropriate personnel.
Assist with late checkout requests, restaurant in room orders, extending departure dates, general directions, lost and found inquiries, custom amenity orders, recording and making wake up calls, and directing reservation calls to the Omni reservation center.
Check guests in and assist as necessary at the front desk.
Receiving and sending fax messages as needed, as well as operating switchboard and two-way radio.