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Open nowPosted 18 hours ago

Front Office Supervisor

Omni Hotels & Resorts1,153 open roles

Where
Omni Fort Lauderdale, 1850 SE 17th St, Fort Lauderdale, Florida, United States of America
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Your applicationOpen nowFront Office SupervisorOmni Hotels & Resorts · Omni Fort Lauderdale, 1850 SE 17th St, Fort Lauderdale, Florida, United States of America

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Omni Hotels & Resorts's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

13.9% of postings close within 7 days. Measured by our own scanner across the market. Omni Hotels & Resorts postings stay open a median of 19 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 13.9%7 days
  4. 22.4%14 days
  5. 38.1%30 days
  6. 59.0%60 days
This job: posted 18 hours ago

Omni Hotels & Resorts median: 19 days open

The posting

JOB PURPOSE: To oversee the daily operations of the front office, ensuring exceptional guest experiences through efficient check-in/check-out processes, prompt resolution of guest issues, and the delivery of professional, courteous service. The Front Office Supervisor leads, coaches, and supports front desk staff to maintain high standards of accuracy, efficiency, and hospitality, while fostering strong communication with all hotel departments.

ESSENTIAL JOB FUNCTIONS:

Be thoroughly acquainted with all check-in and check-out procedures and policies to ensure smooth guest arrivals and departures. Be fully familiar with the AM and PM checklists to support efficient daily operations. Serve as the main liaison between guests and the hotel, ensuring all inquiries, requests, and concerns are addressed promptly and professionally. Protect confidential guest information and control guest room key access in accordance with front office SOPs. Be thoroughly knowledgeable of Ideal Services Operator duties to provide guidance and support as needed. Maintain familiarity with the phone and alarm systems within the Ideal Services Operator department. Understand guest scenarios and follow up on all requests and concerns, adhering to the service recovery process to ensure guest satisfaction. Possess complete knowledge of all Front Office, Guest Services, and Ideal Services Moments of Service scenarios and execute them consistently to standard. Be fully familiar with all Front Office systems and equipment. Understand all hotel rate plans and rate codes, and apply rate strategy accurately when making rate changes for guests. Train and mentor new associates to ensure consistent service standards and operational proficiency. Be familiar with shift checklists and capable of managing the front desk in the absence of the Assistant Manager. Understand and perform room control duties efficiently.

Be knowledgeable about all reservation special packages and promotions. Greet all guests warmly, using names when available, and maintain a pleasant and professional demeanor. Engage actively with guests, anticipate their needs, and strive to exceed expectations at every opportunity. Be knowledgeable about local attractions and businesses, prioritizing on-site venues when making recommendations. Develop training plans, conduct onboarding for new hires, provide ongoing coaching, and monitor performance to foster professional growth and a high-performing team. Ensure all associates are fully proficient in Front Office systems, guest service protocols, and Moments of Service standards. Be thoroughly familiar with all hotel amenities, including. Be knowledgeable about all hotel facilities and hours of operations, including F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Spaces, and Parking Garage. Understand the inter-relationships between all hotel departments, including Ideal Services, Guest Services, Housekeeping, F&B Outlets, Banquets, Sales, Engineering, and Purchasing, to ensure seamless operations. Attend designated staff meetings and training sessions to stay current on procedures, policies, and service standards. Understand the importance of Medallia scores and actively work to enhance guest satisfaction. Demonstrate proper phone etiquette, answering calls professionally and with a smile in your voice. Adhere to all company policies and procedures, maintain a clean uniform and professional appearance, ensure confidentiality of proprietary information, and protect company assets. Follow all company safety and security policies and procedures; promptly report accidents, injuries, and unsafe work conditions, and complete required safety training and certifications. Deliver personalized and memorable guest experiences by consistently applying the Power of One philosophy. Demonstrate thorough understanding of all Moments of Service scenarios and execute them to standard. Perform other duties and special projects as assigned by the management team.

QUALIFICATIONS:

Minimum of 1 year of Front Office or Guest Service experience required; hospitality leadership experience outside these departments may also be considered. Strong understanding of front office hotel procedures, practices, and service standards. Previous cash handling experience required. Excellent verbal and written communication skills in English, with the ability to interact pleasantly and clearly with guests, management, and co-workers, both in person and by phone. Ability to work cohesively with co-workers across all departments. Strong mathematical skills with the ability to compute accurate calculations. Ability to think clearly, make quick decisions, and solve problems effectively. Strong organizational skills, with the ability to prioritize tasks, follow up, and manage multiple responsibilities. Ability to work well under pressure, handling many guest arrivals and departures efficiently. Ability to manage stressful situations while maintaining a calm, professional, and welcoming demeanor. Proficiency with computers; experience with OPERA is a plus. Ability to collaborate with management on special projects. Proven leadership skills, with the ability to direct, develop, motivate, and provide constructive feedback to staff. Ability to train and mentor employees on proper guest interaction and service recovery techniques. Flexibility to work a variety of shifts, including weekends and holidays. Physical requirements: move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance; stand or walk for extended periods or entire shifts; perform repetitive motions, including extensive use of telephone and computer systems.

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