Night Audit Supervisor - Omni Hotels & Resorts

Location

The new Omni Frisco Hotel at The Star is more than just the official hotel of the Dallas Cowboys, it’s the new social hub for great food, fun and nightlife. This 16-story hotel features 300 beautifully appointed guest rooms and suites and a range of meeting spaces to accommodate any sized gathering. From grand and junior ballrooms to intimate spaces and an elevated pool deck, Omni Frisco Hotel’s 24,000 square feet of meeting space provide endless opportunities for events.

The brand new, multi-use campus in development with the Dallas Cowboys, the city of Frisco and Frisco Independent School District features restaurants, retail space, entertainment venues and more. Omni Frisco Hotel is connected to The Ford Center, a 12,000-seat, domed, multi-purpose event center. The entire development is anchored by the Dallas Cowboys World Headquarters, which houses office space and the practice facility for the Dallas Cowboys and the Dallas Cowboys Cheerleaders.

Located 20 minutes north of downtown Dallas and 25 minutes from both DFW International and Love Field Airport, the new Omni Frisco Hotel features a bevy of amenities including Neighborhood Services, a restaurant featuring honest food and drink in the American tradition. Discover our luxury boutique, Charlotte Jones Collection featuring local designers, a chic coffee and wine bar in the lobby and an elevated pool bar and grill, The Edge, overlooking the 91-acre entertainment district dubbed The Star.

The brand new, upscale Omni Frisco Hotel embodies true Texas charm and sophistication.

Staying true to Omni’s local color, this luxury hotel captures the energy and future of this vibrant North Texas city.

Job Description

The role of the Front Office Supervisor is to ensure the appropriate checking in and checking out of guests in a courteous and professional manner while maintaining four star/four diamond standards. Additionally, he/she will be responsible handling guest issues and forwarding along as needed as well as working occasional overnight shifts.

Responsibilities

• To be thoroughly knowledgeable of all room types.
• To block and pre-register all arriving reservations.
• Oversee room inventory and ensure proper blocking strategies are in place.
• Must be able to train new associates.
• Oversees execution of Pre-Registration procedures Mon – Friday (Weekends when scheduled)
• Receives in-house reservations inquiries.
• Reviews resumes for group blocking.
• Attends Revenue Management meetings.
• Assists with development of FD sold out night strategies.
• Checks the Front Office cancellation e-mail on an hourly/daily basis.
• To have a thorough understanding of hotel occupancy trends.
• Familiar with all reservation special packages and procedures.
• Understand Select Guest/GHA program and VIP procedures.
• Be familiar with the Housekeeping department’s policies and procedures.
• Be familiar with the Front Office department’s policies and procedures.
• Be familiar with the Reservations department’s policies and procedures.
• Thoroughly knowledgeable of our PMS and CRS, with a broad knowledge of Opera.
• Acquainted with all check-in and check-out procedures and policies.
• Acquainted with the AM and PM checklist.
• Appropriately protect confidential guest information and guest room key access according to front office SOP’s.
• Be familiar with the Phone and Alarm System in the Ideal Services department.
• Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
• Knowledgeable of all Front Office, Guest Services and Ideal Services Moments of Service scenarios, and execute to standard.
• Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
• Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, GHA Discovery, Laundry  Services, and Omni Kids Program).
• To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage).
• To 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).
• To be familiar with local attractions and businesses.
• Understand and perform cash handling processes.
• Understand the importance of our Medallia scores.
• Maintain 4 - Star/4 – Diamond Standards of guest service.
• Proper phone etiquette; answering the phone with a smile in your voice.
• Aid guests in locating other areas of the hotel (walk them to destination if possible).
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
• Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
• Deliver personalized, memorable guest experiences by utilizing the Power of One.

Qualifications

• Minimum 6 months hotel front office 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 accurately and efficiently input information into computer systems.
• Ability to work cohesively with co-workers both within and outside of your department.
• Ability to think clearly, quickly and make concise decisions.
• Ability to prioritize, organize and follow up.
• Developed computer proficiencies, OPERA experience a plus.
• 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.
• Excellent customer service and problem solving skills.
• Must be able to work a variety of shifts, including weekends and holidays.
• Must be able to sit and/or stand for extended periods of time. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.  

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.