Front Desk Supervisor

Omni Atlanta Hotel at Centennial Park, 100 CNN Center, Atlanta, Georgia, United States of America Job Description Overview Front Desk Supervisors are responsible for providing a five-star welcome and departure experience to each guest, as well as serving as ambassadors throughout the guest’s stay. They make the first impression upon arrival by extending a warm welcome, providing information about the hotel and local area, and offering the full range of upscale hotel amenities and services. Supervisors also settle guest accounts upon check‑out, resolve guest issues, and complete special requests, working closely with all hotel departments, especially 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 guest accounts upon check‑in according to 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 (e.g., special requests, amenity delivery) Maintain confidentiality of all guests and hotel information Ensure security of guest room access through attention to detail Execute Omni accounting standards to ensure 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 appropriate department for resolution; follow up to ensure completion and guest satisfaction Issue safe deposit boxes to guests and secure 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 knowledge 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 lobby area is maintained, clean and tidy in partnership with Housekeeping Interact with other departments to ensure that guest needs are satisfied Speak to guests in a friendly, warm manner, making them feel welcome at the hotel Proactively seek ways to improve the hotel experience for guests Encourage and build mutual trust, respect and cooperation among co‑workers; treat co‑workers fairly and equitably Maintain a professional, neat and organized appearance according to Omni standards Respond swiftly and effectively in 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 oriented, ability to multi‑task, detail oriented, and excellent organizational skills needed Knowledge of the surrounding area and its attractions Willingness to work flexible hours during busy times and high‑profile events, including nights, weekends and holidays Highly developed customer service skills; friendly approachable demeanor and strong problem‑solving abilities with a keen eye for detail Proven ability to engage guests at all levels; passion for providing warm, engaging and personalized service Ability to work in a fast‑paced environment and handle multiple priorities Ability to handle stressful and busy hotel operations; maintain a positive and professional demeanor and composure at all times Reliability to report to work on time and when scheduled Ability to stand and/or walk for extended periods of time Standards of appearance and high level of personal hygiene at all times Clear, concise written and verbal communication skills; comfortable speaking to guests; communicate verbally and in writing in English with guests, management and co‑workers Computer literacy including Payroll systems, Microsoft Office and Property Management System Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: [link not provided]. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages. #J-18808-Ljbffr Omni Hotels & Resorts