Ideal Services Supervisor

				Overview:

Omni Nashville Hotel is excited to offer competitive wages and benefits, growth opportunities, paid time off, and hotel stay discounts! If you love hospitality, and have a passion to serve others then you'll love working with the Omni Nashville Hotel - apply today!

To direct and assist guest and associates with communication needs in accordance with Omni Standards.         

Responsibilities:

* Answer console with proper Omni greeting and/or closing as applicable.
* Proper phone etiquette; answering the phone with a smile in your voice. 
* Maintain Four Diamond Standards of guest service.
* Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
* Be familiar with all systems and equipment as related to Ideal Services (Opera, Micros POS, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel, ALICE, Valet Please).
* Direct phone calls to appropriate Personnel.
* Assist all guests and associates requests on maintenance using synergy system and follow up in a timely manor
* Responsible for supervision of Ideal Services operators.
* Must be able to train new associates.
* Omni Prompt Response Help Line.
* Wake-up calls.
* Be familiar with the Emergency call process
* Take In- Room Dining orders and enter order into MICRO's POS system
* Explain key card function if prompted
* Familiar with all reservation special packages.
* Must be familiar with shift checklist 
* Be familiar with the inter-relationship between the different departments (to include Ideal Services, Guest Services, Housekeeping, F&B Outlets, Banquets, Sales, Engineering and Purchasing).
* Perform other duties & special projects as assigned by the management team.
* Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
* Deliver personalized, memorable guest experiences by utilizing the Power of One. Follow all Power of Engagement standards and coach associates on the importance of them.
* Familiarity with parking procedures.
* To be familiar with local attractions and businesses. 
* Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Laundry Services, and Omni Kids Program).
* Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process. 
* To be thoroughly acquainted with all check-in and check-out procedures and policies of the Front Office.
* Be familiar with all hotel facilities (F&B Outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space & Parking Garage).
* Attend all designated staff meetings and training sessions.

Qualifications:

* Hospitality experience required within the Front Office, Reservations or Ideal Services, with leadership experience strongly preferred.
* College degree preferred; hospitality degree a plus.
* Solid understanding of front office and PBX processes, including managing a switchboard
* Ability to prioritize, organize and follow up on all assigned items, including guest requests and questions.
* Developed computer proficiencies, with a strong working knowledge of excel, OPERA experience a plus.
* Able to set priorities for the ideal services team and provide feedback to others that enhances performance.
* Candidate must have proven leadership skills and must be able to direct, develop and motivate staff. 
* Ability to teach employees importance of, and how to greet guests and courteously solve requests
* 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
* Ability to work cohesively with co-workers both within and outside of your department
* Strong attention to detail is required to minimize errors.
* Ability to work multi-line phone system managing a high volume of calls.
* Ability to accurately and efficiently input information into computer systems
* Ability to manage the phone and computer efficiently while responding to guests quickly. 
* Strong organizational skills with the ability to multi-task in a fast paced environment.
* Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.
* Sit for an extended period or for an entire work shift.  Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.  
* Must be able to work a flexible schedule including nights, weekends and holidays.

Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement 

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com.
			

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