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Overnight Front Desk Supervisor
Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.
REPORTS TO:Director of Front Office; Front Office Manager; Overnight Manager
SUPERVISES:Overnight Front Desk Agents
Front Desk and Back Office Areas, Guest Rooms and Public Areas.
Job involves working:
•under variable temperature conditions (or extreme heat or cold).
•under variable noise levels.
•around fumes and/or odor hazards.
•around dust and/or mite hazards.
Internal:Staff in Front Desk, Bell/Door, Valet, Transportation, Concierge, Reservations, Front Desk Management, Hotel Assistant Managers, Catering & Sales, Food and Beverage, Accounting, Housekeeping, Executive Offices, Security and Engineering.
External:Hotel guests/visitors, Tour company representatives, Limousine service personnel, other hotels and vendors/suppliers.
1.High school graduate or equivalent vocational training certificate, some college.
2.Previous experience in cashiering.
3.2 years experience as a Front Desk Supervisor, preferably a Luxury style hotel.
4.Fluency in English both verbal and non-verbal.
5.Compute basic arithmetic.
6.Familiarity with yield management and cost controls.
•perform job functions with attention to detail, speed and accuracy.
•prioritize and organize.
•be a clear thinker, remaining calm and resolving problems using good judgment.
•follow directions thoroughly.
•understand 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.
•ascertain departmental training needs and provide such training.
•direct performance of staff and follow up with corrections when needed.
8.Input and access information in the property management system/computers/point of sales system.
2.Fluency in a second language, preferably Spanish/Portuguese/Russian.
3.Certification in CPR.
4.Previous supervisory experience.
5.Ability to suggestively sell.
6.Previous guest relations training.
1. Frequent standing and walking throughout shift.
2. Endure various physical movements throughout the work areas.
•Load and unload luggage from point of origin to destination.
•Lift, transfer and store heavy objects up to 60 pounds
•Occasional kneeling, pushing, pulling and lifting
•Occasional ascending or descending ladders, stairs and ramps
3. Reach overhead and extension up to 30 inches complete tasks at different levels.
4. Remain in stationary position for up to 8 hours throughout work shift.
5. Satisfactorily communicate with guests, management and co-workers to their understanding.
ESSENTIAL JOB FUNCTIONS
1.Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
2.Assume responsibility and be(come) the principal point of contact (MOD-Manager on Duty) for all resort departments to address all challenges and ensure smooth operations between the hours of 11pm and 7:30am and/or in the absence of Division Head/Executive Level Management.
3.Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
4.Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
5.Maintain positive guest relations at all times.
6.Resolve guest complaints, ensuring guest satisfaction. Communicate and/or escalate any unresolved guest concerns/challenges
7.Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
8.Maintain complete knowledge at all times of:
a)all hotel features/services, hours of operation.
b)all room types, numbers, layout, decor, appointments and location.
c)all room rates, special packages and promotions.
d)daily house count and expected arrivals/departures.
e)room availability status for any given day.
f)scheduled in-house group activities, locations and times.
g)scheduled private events
h)all resort and departmental policies and procedures.