Front Office Supervisor

Front Office Supervisor Front Desk Supervisors are responsible for providing a five‑star welcome and departure experience to each guest, acting as ambassadors throughout the guest’s stay. They extend a warm welcome, provide information about the hotel and local area, and offer the full range of upscale hotel amenities. Supervisors also settle guest accounts upon check‑out, resolve guest issues, and complete special requests. They work closely with all hotel departments, especially the Concierge, Bell/Door, and Housekeeping teams. 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 accounts for each guest, recording room type, payment, and preferences. 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 (special requests, amenity delivery). Maintain confidentiality of all guests and hotel information. Ensure security of guest room access by employing attention to detail. Execute all Omni accounting standards to ensure accurate settlement of folios, routing of charges, and adjustments. Maintain guest history files and accommodate room changes promptly. Document all guest requests, complaints, or problems immediately and notify the appropriate department for resolution; follow up to ensure completion and satisfaction. 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 of all hotel features, services, hours, room types, rates, and promotions. Ensure the public areas (lobby) are maintained, clean, and tidy through partnership with Housekeeping. Interact with other departments to ensure guest needs are satisfied and speak to guests in a friendly, warm manner. Proactively seek ways to improve the hotel experience for guests. Encourage and build mutual trust, respect, and cooperation among co‑workers, treating them fairly and equitably. Respond swiftly and effectively to any emergency or safety situation, ensuring a safe environment for guests and staff. Attend all required department training and meetings. Perform any other duties required by management. Qualifications Previous luxury hotel experience is required. Previous Front Office experience is required. Strong customer service orientation with the ability to multi‑task, detail‑oriented, and excellent organizational skills. Knowledge of the surrounding area and its attractions. Willingness to work flexible hours, including nights, weekends, and holidays, during busy times and events. Highly developed customer service skills, friendly approachable demeanor, and strong problem‑solving abilities. Ability to engage guests at all levels and provide personalized service. Ability to work in a fast‑paced environment and handle multiple priorities. Ability to maintain a positive and professional demeanor during stressful operations. Reliability to report to work on time and when scheduled. Physical ability to stand and/or walk for extended periods. Standards of appearance and personal hygiene maintained at all times. Clear, concise written and verbal communication skills; comfortable speaking to guests and colleagues in English. Computer literacy, including payroll systems, Microsoft Office, and Property Management software. Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: EEOC is the Law Poster . Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages. #J-18808-Ljbffr