Overnight Front Desk Supervisor
US-FL-Fort Lauderdale
Omni Hotels Management Corporation
Req #: 127250
Type: Fort Lauderdale
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Overview: Opening Fall 2025, the Omni Ft. Lauderdale Hotel is a 29-story hotel, located at 1950 Eisenhower Blvd, and connected directly to the Broward County Convention. The property offers 801 guest rooms and suites, multiple restaurants, a vibrant rooftop bar, a sprawling pool, spa, and fitness center. The hotel will also have over 120,000 square feet of indoor and outdoor meeting and event space, including a grand ballroom, junior ballroom, 25 breakout rooms and pre-function meeting space with waterfront views. To ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner. To ensure all guest issues are handled and the information is passed on to a manager. Responsibilities: * To be thoroughly acquainted with all check-in and check-out procedures and policies. * To be thoroughly acquainted with the AM and PM checklist. * To be a main liaison between guest and the hotel. * To appropriately protect confidential guest information and guest room key access according to front office SOP's. * To be thoroughly acquainted with Ideal Services Operator duties. * Be familiar with the Phone and Alarm System in the Ideal Services Operator department. * Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process. * To be thoroughly knowledgeable of all Front Office, Guest Services and Ideal Services Moments of Service scenarios, and execute to standard. * Be familiar with all systems and equipments as related to the Front Office (Opera, GoConcierge, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel). * Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests. * Must be able to train new associates. * Must be familiar with shift checklist and be able to run the desk in absence of the Assistant Manager. * Understand and be able to perform rooms control duties. * Familiar with all reservation special packages. * Be pleasant, smile and greet all guests, using surnames when obtained. * Maintain Four Diamond standard of guest services. * 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 local attractions and businesses. Be sure to recommend on-site venues first. * Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, GHA Discovery, Laundry Services, and Omni Kids Program). * Be familiar with all hotel facilities (F&B Outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space & Parking Garage). * 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). * Attend all designated staff meetings and training sessions. * Understand the importance of our Medallia scores. * Proper phone etiquette; answering the phone with a smile in your voice. * Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets. * Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications. * Deliver personalized, memorable guest experiences by utilizing the Power of One. * Understand all Moments of Service scenarios. * Perform other duties & special projects as assigned by the management team. Qualifications: QUALIFICATIONS: * Minimum of 1 year Front Office or Guest Service experience required. Hospitality leadership experience outside of these departments may be considered. Strong understanding of front office hotel procedures and practices required. * Previous cash handling experience required * 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 * Ability to compute accurate mathematical calculations * Ability to think clearly, quickly and make concise decisions * Ability to prioritize, organize and follow up * Ability to work well under pressure, dealing with many arrivals and departures within a short period of time * Ability to handle stressful situations, while maintaining a calm and welcoming demeanor. * Developed computer proficiencies, OPERA experience a plus. * Able to work with management on special projects. * Able to set priorities for the front office 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 * Must be able to work a variety of shifts, including weekends and holidays * Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. Stand or walk 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. ENVIRONMENT & POSITION ANALYSIS: * Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. Stand, walk or 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. TOOLS & EQUIPMENT: * Desktop computer (Opera, GoConcierge, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine, two-way radio dispatch, scanner Omni Hotels & Resorts is an equal opportunity employer - vets/disability. 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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