Front Office Supervisor

Omni Charlotte Hotel

The Omni Charlotte Hotel welcomes you with refined comfort and the warmth of true North Carolina hospitality. Perfectly situated in the heart of Charlotte’s financial district, this AAA Four-Diamond hotel offers both exceptional convenience for business travelers and easy access to the city’s top attractions. Connected to 12 city blocks through an enclosed sky bridge, the hotel places you just steps away from the Blumenthal Performing Arts Center, Discovery Place, the Charlotte Convention Center, and the vibrant EpiCentre entertainment district.

At the Omni Charlotte Hotel, our associates thrive in a dynamic, supportive environment that fosters growth, mentorship, and pride in delivering exceptional service. We are guided each day by a culture of respect, gratitude, and empowerment. If you’re a friendly, motivated individual with a passion for creating memorable guest experiences, the Omni Charlotte Hotel could be the perfect place for you.


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. To make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. Front Desk Supervisors are also responsible for settling guest accounts upon check-out, resolving guest issues, and completing special requests. They work closely with all hotel departments especially our 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 Procedure

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.

To proactively work to seek out ways in which to improve the hotel experience for our guests.

Encourages and builds mutual trust, respect and cooperation among co-workers. Treats co-workers fairly and equitably.

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.


Qualifications:

Previous luxury hotel experience is required.

Previous Front Office experience is required.

Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.

Knowledge of the surrounding area and all of its attractions.

Must be willing to work flexible hours as needed during busy times and high-profile events, including nights, weekends and holidays.

Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail.


Proven ability to engage guests at all levels. Must be passionate abo