Front Desk Supervisor

at  Omni Hotels Resorts

AUSTIN HOTEL DOWNTOWN

Located in the Live Music Capital of the World, the Omni Austin Hotel Downtown is a walking distance from the 6th Street Entertainment District. Omni is a magnificently appointed luxury hotel with the heart of the thriving downtown business center at your doorstep; you’ll be just steps away from the Austin Convention Center and the Texas State Capitol.
Omni Austin Hotel Downtown’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. The Omni Austin Hotel Downtown’s commitment to serve our associates and nurture their growth has led to the company’s highest rating in associate satisfaction and an impressive internal promotion rate. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Austin Hotel Downtown may be your perfect match.
Job Description:
As Front Office Supervisor, you will have the opportunity to be at the heart of guest experiences, working in a dynamic and fast-paced luxury environment. Your leadership at the desk will directly impact guest satisfaction, associate engagement, and the overall success of our Front Office team. If you are passionate about hospitality and thrive in a front-facing leadership role, we invite you to apply and be part of an exceptional team.

• Lead from the front by maintaining an active presence at the front desk, assisting guests, and supporting associates.
• Ensure all guests receive a luxury experience through personalized interactions and seamless check-in/out processes.
• Provide real-time coaching to Front Desk Agents to elevate service and efficiency.
• Resolve guest concerns promptly and professionally, coordinating with relevant departments as needed.
• Manage third-party OTA reservations, ensuring accuracy in Opera PMS and resolving any discrepancies.
• Monitor and address OTA guest special requests, billing issues, and reservation modifications.
• Collaborate with Revenue and Reservations teams to optimize room availability and rate management.
• Utilize Opera PMS for guest check-ins/outs, profile updates, and billing accuracy.
• Monitor and respond to guest requests and issues via Synergy, ensuring timely resolution.
• Utilize ALICE for guest text messaging, handling lost and found inquiries, and coordinating guest amenities.
• Support housekeeping and maintenance by ensuring reported issues are logged and followed up on.
• Support new hire training, ensuring team members are proficient in all front office systems and service standards.
• Motivate and engage the front desk team, fostering a culture of excellence and accountability.
• Assist in scheduling and ensuring appropriate desk coverage based on business levels.
• Oversee daily cash handling, billing, and payment processes to ensure accuracy.
• Assist with reporting and data tracking related to guest feedback, OTA performance, and front office efficiency.
• Ensure adherence to hotel policies and procedures while maintaining brand standards.
• Perform other duties as assigned