Parker House Hotel

As you pass through the sculpted bronze doors of this luxury Boston hotel, you will be enveloped by the timeless beauty that has made the Omni Parker House a landmark since 1855. Experience the perfect blend of modern amenities and historic charm at America's oldest continuously-operating hotel.Located on the Freedom Trail, guests enjoy grand views of historic downtown Boston, distinguished décor and thoughtful amenities that are evident in every striking detail in each of the 551 luxurious guest rooms. Walk to Beacon Hill, Faneuil Hall Marketplace, Quincy Market, the Financial District, shopping and more. Just 2.5 miles (10-15 minutes) from Logan International Airport. Come join us and our family and create your own history as an employee of this historic property.

Responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. To make the first impression upon our guests 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. Responsible for settling guest accounts upon check-out, resolving guest issues, and completing special requests. They work closely with all hotel departments especially our Concierge, Bell/Door and Ideal Services teams.

• Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints.  
• Be familiar with the hotel computer system for training, maintenance and trouble shooting.  
• 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 in order 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
• Complete weekly departmental scheduling and payroll, monitoring productivity.  
• Directly oversee all aspects of Front Office, Guest Services and Ideal Services department.  
• Attend meetings as assigned by Director of Rooms. 
• Assist with budget process as required by the Director of Rooms.

• 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) is 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.
• To proactively work to seek out ways in which to improve the hotel experience for our guests.
• Encourages and builds mutual trust, respect and cooperation among co-workers. Treats 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.
• Perform all employee and guest activities in a cordial, efficient and professional manner, at all times maintaining a commitment to employee and guest satisfaction.
• Communicate thoroughly, clearly and concisely across departments and through levels within the company.
• Promote an atmosphere of teamwork within the department.
• Attend Omni required training classes.
• Facilitate monthly department meetings.
• Prepare and submit accurate and timely payroll data.
• Conduct associate performance reviews.
• Oversee the scheduling process for your specific areas of responsibility.
• Manage conflict resolution between employees and/or guests.
• Recruit and interview team members. Monitor and develop team members by training, supervising, follow up and hands on management. Hold associates accountable when not meeting job performance.
• Assist in developing specific goals and plans to prioritize, organize and accomplish set goals.
• Utilizes interpersonal and communication skills to lead, influence and encourage others; advocates sound financial and business decision making
• Encourages and builds mutual trust, respect and cooperation among associates. Ensures associates are treated fairly and equitably. Strives to improve associate engagement and retention.
• Solicits associate feedback, reviews associate satisfaction results and follows up on associate problems and concerns. Ensure recognition is taking place throughout departments.
• Maintain a professional, neat and organized appearance according to Omni Boston Seaport 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.
• Perform any other duties required by senior management

• Position requires a minimum of two years previous Front Office experience.
• Bachelor’s Degree or Equivalent.
• Must possess the ability to handle stressful daily operations.
•  Previous luxury hotel experience is required.
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• 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 be able to handle multiple priorities.
• Must have a proven track record of motivating managers and associates to meet and exceed goals and to provide the highest quality experience for our guests.
• Strong understanding of forecasting, budgeting, scheduling, checkbook management, productivity, inventory controls, P&L analysis, and cost controls.
• Ability to track and analyze department turnover trends with demonstrated ability to identify and implement corrective action steps if necessary.
• Demonstrated ability to mentor and develop growing talent for the company.
• Demonstrated ability to handle progressive discipline/coaching discussions
• 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