The posting
Overview:
Front Desk Supervisors are responsible for providing a five-star welcome and departure experience for each guest and serving as ambassadors throughout the guest’s stay. To make a first impression on our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services. Front Desk Supervisors are also responsible for settling guest accounts upon check-out, resolving guest issues, and completing special requests. They work closely with all hotel departments, especially our Concierge, Bell/Door, and Ideal Services teams.
Responsibilities:
Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures
Empathetically listen to guest inquiries and provide appropriate responses
Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
Block rooms in the computer and follow through on designated requirements
Pre-register designated guests and prepare key packets
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
Maintain the confidentiality of all guests and hotel information
Pay attention to detail in order to ensure the security of guest room access.
Understand and execute all Omni accounting standards, ensuring accurate settlement of folios, routing of charges, and adjustments
Maintain guest history files on all guests
Accommodate room changes expediently
Document all guest requests, complaints, or problems immediately and notify the designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
Issue safe deposit boxes to guests and ensure the security of the key
Monitor, send, and distribute guest faxes
Generate, print, and distribute daily and weekly reports
Resolve discrepancies on the room status report with Housekeeping
Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.
Ensure the public areas (lobby) are maintained, clean, and tidy by partnering with the Housekeeping Department.
Interact with other departments to ensure that guests’ needs are satisfied.
Speak to guests in a friendly, warm manner to make them feel welcome at the hotel.
To proactively work to seek out ways in which to improve the hotel experience for our guests.
Encourages and builds mutual trust, respect, and cooperation among co-workers. Treats co-workers fairly and equitably.
Maintain a professional, neat, and organized appearance in accordance with Omni Boston Seaport standards.
Respond swiftly and effectively in any emergency or safety situations. Ensure a safe working and guest environment to reduce the risk of injury or accident.
Attend all required department trainings and meetings.
Perform any other duties required by management.
Qualifications:
Previous luxury hotel experience is required. Previous Front Office experience is required. Customer service orientation, multitasking, attention to detail, and excellent organizational skills are needed. Knowledge of the surrounding area and all of its attractions. Must be willing to work flexible hours as needed during busy times and high-profile events, including nights, weekends, and holidays. Highly developed customer service skills; possessing a friendly, approachable demeanor and strong problem-solving abilities, with a keen eye for detail.
Proven ability to engage guests at all levels. Must be passionate about providing warm, engaging, and personalized service.
Candidate must be able to work in a fast-paced environment and handle multiple priorities.
Must possess the ability to handle stressful and busy hotel operations. Ability to maintain a positive and professional demeanor and composure at all times.
Must have the ability to report to work on time and when scheduled.
Must have the ability to stand and/or walk for extended periods of time.
Must meet standards of appearance and maintain a high level of personal hygiene at all times.
Clear, concise written and verbal communication skills. The candidate must be comfortable speaking with guests. Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers.
Computer literacy to include: Payroll systems, Microsoft Office, Property Management System
