Overnight Front Office Supervisor

Omni Hotels & Resorts - Boston, MA

Full-time - Entry Level

Boston, MA

Accommodation

About the position

The Front Desk Supervisor at the Omni Boston Hotel at the Seaport is responsible for delivering a five-star welcome and departure experience to guests during the overnight shift. This role serves as an ambassador for the hotel, ensuring that guests receive exceptional service and assistance throughout their stay. The supervisor will manage guest check-ins and check-outs, resolve issues, and oversee operations in the absence of the Night Manager, all while maintaining a high standard of hospitality and professionalism.

Responsibilities

• Perform all duties of the Night Manager in their absence.
• 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 confidentiality of all guests and hotel information.
• Employ attention to detail in order to ensure 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 designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction.
• Issue safe deposit boxes to guests and ensure security of 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) is 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, making them feel welcome at the hotel.
• Proactively seek out ways to improve the hotel experience for guests.
• Encourage and build mutual trust, respect and cooperation among co-workers.
• Maintain a professional, neat and organized appearance according to 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.

Requirements

• Previous luxury hotel experience is required.
• Previous Front Office experience is required.
• Customer service oriented with the ability to multi-task and excellent organizational skills.
• Knowledge of the surrounding area and all of its attractions.
• Willingness to work flexible hours during busy times and high-profile events, including nights, weekends, and holidays.
• Highly developed customer service skills with a friendly approachable demeanor and strong problem-solving abilities.
• Proven ability to engage guests at all levels and a passion for providing warm, engaging, and personalized service.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Ability to maintain a positive and professional demeanor and composure at all times.
• Ability to report to work on time and when scheduled.
• Ability to stand and/or walk for extended periods of time.
• Clear, concise written and verbal communication skills in English.
• Computer literacy including Payroll systems, Microsoft Office, and Property Management System.

Benefits

• Complimentary meals.
• Health Insurance offered after 90 days.
• Matching 401(k) after one year.
• Generous Paid Time Off offered after 90 days.
• Discounted associate rates at Omni properties nationwide.
• Discounted parking available.