Overnight Front Office Supervisor

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Job summary -

The Night Audit Supervisor is responsible for greeting and checking-in/checking-out hotel guests courteously and efficiently, process all payments according to established hotel requirements, make recommendations, advise and sell rooms and related services, provide information to any guest or visitor inquiry and bid farewell to guests. They are a support for the Night Manager and the Associates, and act as the Night Manager during their absence.

Essential Duties and Responsibilities - (Key Activities)

* Supervises Front Services and Night Audit day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

* In the absence of the Overnight Manager, act as the Manager on Duty for the shift, overseeing all aspects of the hotel, including but not limited to Front Services, Housekeeping and Stewarding.

* Develops specific goals for the betterment of the department and plans to prioritize, organize, and accomplish your work.

* Handles complaints, settling disputes, and resolving grievances and conflicts with guests and patrons.

* Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

* Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

* Maintain complete knowledge at all times of:

* All hotel features/services, hours of operation.

* All room types, numbers, layout, decor, appointments and location.

* All room rates, special packages and promotions.

* Daily house counts and expected arrivals/departures/ VIP’s.

* Room availability status for any given day.

* Scheduled in-house group activities, locations and times.

* All hotel and departmental policies and procedures.

* Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such.

* Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.

* Process all payment types such as room charges, cash, checks, debit, or credit.

* Act at all times in a courteous, safe and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained.

* Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

* Respond in courteous, professional and rapid manner in order to resolve all guest and associate concerns

* Models the company’s culture, vision, mission and core values at all times.

* Comply with quality assurance expectations and standards as directed by management (Forbes and LQA).

* Maintain confidentiality of guest information and pertinent hotel data.

* All other duties as required.

Others

* While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Required Skills -

* Detail oriented and hands on, being able to maintain an organization in a multi-tasking environment.

* Team player with strong interpersonal skills, capable of engaging emotionally with guests and colleagues.

* Comply with quality assurance expectations and standards as directed by management (Forbes, LQA and Rosewood Brand Standards).

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* Must be able to perform job functions with attention to detail, speed and accuracy

* Be a clear thinker, remaining calm and resolving problems using good judgement

* Follow directions thoroughly

* Understand a guest’s service needs

* Work cohesively with co-workers as part of a team

* Work with minimal supervision

* Maintain confidentiality of guest information and pertinent hotel data

* Prior heavy exposure to Front Desk position

* Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

* Ability to be resourceful, creative and maintain flexibility

* Ability to perform mathematical operations with units of measure including, but not limited to dollars, cents, feet, inches, cups, pounds and ounces

* Required to speak, read and write English, with fluency in other languages preferred

* Must be able to exert physical effort in transporting 15 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

Qualifications -

* Bachelor’s degree or equivalent work experience.

* Strong command of both spoken and written English with fluency in other languages preferred.

* Excellent interpersonal relationship with positive attitude and ability to work cohesively as part of a team.

* Detail oriented and hands on, being able to maintain an organization in a multi-tasking environment.

Experience -

* Minimum 1 year experience in a similar capacity for a luxury or ultra-luxury property.

Salary $39.42 - $41.48 hourly - Based on Experience