Front Office Supervisor - Night

Front Office Supervisor - Night Location

Parker House Hotel
, Omni Parker House, Boston, Massachusetts

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 during the overnight shift. They help make the first impression 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 also settle guest accounts upon check-out, resolve guest issues, and complete special requests. They work closely with all hotel departments, especially Concierge, Bell/Door, and Ideal Services teams. In the absence of the Night Manager, they are responsible for all operations. Rate per hour starts at $33.17 and increases to $33.85 after 90 days.

• Perform all duties of the Night Manager in their absence.
• Process guest check‑ins and check‑outs according to Omni’s Moments of Service and Standard Operating Procedures.
• 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 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) are 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.
• Proactively seek out ways to improve the hotel experience for our guests.
• Encourage and build mutual trust, respect and cooperation among co‑workers. Treat co‑workers fairly and equitably.
• Maintain a professional, neat and organized appearance according to Omni 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.

• 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.
• 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 about providing warm, engaging and personalized service.
• Candidate must be able to work in a fast‑paced environment and handle multiple priorities.
• Must possess the ability to handle stressful and busy hotel operations. Ability to maintain a positive and professional demeanor and composure at all times.
• Must have the ability to report to work on time and when scheduled.
• Must have the ability to stand and/or walk for extended periods of time.
• Must meet standards of appearance and maintain a high level of personal hygiene at all time.
• Clear, concise written and verbal communication skills. Candidate must be comfortable speaking to guests. Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co‑workers.
• Computer literacy to include:
  Payroll systems, Microsoft Office, Property Management System.