Front Desk Supervisor

Location

Severin Hotel

Ideally located in the heart of downtown Indianapolis, the four-diamond Omni Severin Hotel stands as the city’s longest running luxury hotel and a beautifully restored piece of the city’s history. The hotel elegantly combines the grandeur of the early 1900’s with the modern amenities and superior service of today, and offers memorable experiences that are within walking distance to many leisure, business and cultural attractions.

Associates at the Omni Severin Hotel enjoy a safe and nurturing environment where anything is possible to make their career with Omni Hotels a reality. The pride in our associates, the engagement of our guests and the spirit of “Hoosier Hospitality” are just a few examples of why we are the employer of choice in the Indianapolis area. If you are a people pleaser, self motivated, and live to serve others, the Omni Severin Hotel is the hotel for you.

Job Description

The role of our Front Office Supervisor is to assist in maintaining four-star/four-diamond service standards throughout each shift. Additionally, the supervisor will be responsible for handling and seeking resolution to guest and associate concerns.

Responsibilities

• Deliver the highest quality of service to guests, working to anticipate and exceed expectations
• Be thoroughly acquainted with all check-in and check-out policies and procedures.
• Be familiar with all reservation packages and promotions.
• Be experienced in various guest scenarios and be ready to address and correct service issues on the spot, issue service recovery as needed, and communicate second effort recovery without delay.
• Be involved in resolution of as many guests' complaints as possible.
• Maintain continuous liaison with Management, Reservations and Housekeeping staff to guarantee that all guests are receiving quality services that exceed their expectations.
• Participate with other members of management to develop plans aimed at elevating services to select target markets.
• Supervision of day-to-day tasks of Front Desk Agents, Bell, and Loyalty Ambassador.
• Understand and be able to assist in fulfilling room controller duties as needed.
• Be familiar with all technical equipment related to the Front Desk, and open IT tickets for assistance, as needed.
• Ensure Guest Services meet 4-diamond expectations to include: being knowledgeable of all hotel offerings, hours of operations, directions to nearby attractions and restaurants, striving to adhere to proper verbiage with the Omni Hospitality Greeting
• Monitor, Review and Respond to Medallia Feedback
• Vital component to the training process of new associates.
• Perform Moments of Service monthly service culture score card audits.
• Collaborate with the accounting team by solving discrepancies with charges related to guests and groups.
• Assist in creating the All Together Get Together Meeting Content and Agenda for the team.
• Assists with Dispatch of Bell Up and Bell Down as needed.
• Oversee/coordinate Group Bell Deliveries per group contact request as needed.
• Support Front Office Team, during break, peak periods with assisting guests always, in all areas.
• Attend Weekly Resume, Rooms, and Leadership Meetings as needed.
• Overseeing conduction of inventories of guest supplies and Concierge supplies and order as needed.
• Understand all radio codes and emergency procedures.
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Qualifications

• Minimum of 1-year Front Office or Guest Services experience preferred. Hospitality leadership outside of these departments may be considered. Strong understanding of Front Office hotel procedures and practices required.
• Previous cash handling experience.
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
• Must be able to work a variety of shifts, including weekends and holidays. May require working overnight shift.
• Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. Stand or walk for an extended period. 

End of Job Description