Ideal Services Supervisor

The Omni Homestead Resort & Spa

Our employees are what make The Omni Homestead Resort & Spa what it is. Since 1766, they've helped us offer guests an opportunity to enjoy Southern hospitality at its best. Located in the Allegheny Mountains of Virginia, we are a four-season resort that boasts superb restaurant dining experiences, championship golf, spa, winter sports and numerous other activities ideal for families and corporate outings.

The Omni Homestead Resort & Spa'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. 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 Homestead Resort & Spa may be your perfect match.

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

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, Two-Way Radio Dispatch, 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 properly hand off to IRD.
• 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.

• Hospitality experience required within the Front Office, Reservations or Ideal Services, with leadership experience strongly preferred.
• 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.