Front Office Supervisor
vor 23 Stunden
As the Overnight Supervisor, you’ll be responsible for providing quality guest service within the guidelines specified by hotel management. You’ll lead all Front Office operations (Front Desk, IRD, Bell, Door, and Night Audit), set and maintain a high level of guest service, provide support for your team. Assist with employee scheduling, coaching, counseling, and discipline in all areas of operation. What You’ll Do Lead the overnight team to ensure the highest levels of service are delivered at all times. Serve as a property overnight manager on duty. Partner with Loss Prevention team to ensure the safety of our guests is the top priority at all times. Perform the night audit and work in partnership with finance. Meet with staff to get any pertinent information at the start of shift and review the Front Desk logbook. Review all arrivals and departures noting any special requests, challenges, and to ensure that billing is accurate, assess whether any guest relocation will be necessary. Make sure all shifts are covered as scheduled, cover as necessary. Follow established key control policy, credit policies, and be knowledgeable of all fire and emergency procedures. Ensure the completion of the desk agents' AM/PM checklist. Handle guest situations as they arise in a calm and professional manner. Be an expert in all employee duties to ensure you are "leading by example" in all that you do. Maintain professional contact via telephone with all other hotel departments. Ensure accuracy of groups, rooming lists, billing, amenities, arrivals, etc. Maintain cleanliness, organization of back office, front desk, and front desk closet, as well as inventory of office supplies. Counsel and coach employees when necessary, using accurate documentation and techniques. Ensure all employees complete their duties before departing, that they are posted at their stations on time. Accountable for training and daily monitoring of all service levels, as well as making sure all team members are following grooming and uniform standards. Accountable for meeting or coming in under payroll and expense budgets. What You Bring 2 years of Front office experience in luxury or lifestyle hotel. Bachelor's Degree is preferred. Ability to diplomatically deal with difficult situations and people, while exhibiting a constant level of integrity. Proficiency in Microsoft Office Experience with Opera is a must and experience with HotSOS, Alice and Kipsu is preferred. Ability to work 9-10 hours in the overnight shift 5-6 days per week. Flexible schedule, able to work evenings, weekends, and holidays when needed. Ability to lift 30 pounds Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands. The hourly pay range for this role is $11 to $13 USD plus gratuities. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, pension, meal per shift, and many other benefits to eligible employees. Differences make a difference. We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders. #J-18808-Ljbffr
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