Front Desk Supervisor Overnight

WE PREPARE, INSPIRE, EMPOWER, ENTRUST IN YOU! JOIN OUR DREAM MAKER CULTURE ©

We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:

Competitive Wages • Medical, Dental, Vision Insurance • Life Insurance • 401K Program • Paid Holidays and Vacation • Outstanding Recognition and Awards Program • Effective Training Programs • Tuition Reimbursement • Complimentary Parking and Meals in Dedicated Employee Restaurant • Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases • Management Programs to Progress on Your Career Journey • Health and Wellness Fairs

JOB OVERVIEW:

Responsible for the management of all aspects of the Front Office functions and Valet Parking operations, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy that serves as a guide to respective team members.

REPORTS TO:     Overnight Front Office Manager; Director of Front Office

SUPERVISES:        Overnight Guest Experience Agent

WORK ENVIRONMENT:

Front Desk and Back Office Areas, Guest Rooms and Public Areas.

KEY RELATIONSHIPS:

Internal:                    Staff in Front Desk, Bell/Door, 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.

QUALIFICATIONS

Essential:

• High school graduate or equivalent vocational training certificate, some college.
• Previous experience in cashiering.
• 2  years experience as a Front Desk Supervisor, preferably a Luxury style hotel.

• Fluency in English both verbal and non-verbal.
• Compute basic arithmetic.
• Familiarity with yield management and cost controls.
• Ability to:

• 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.

• Input and access information in the property management system/computers/point of sales system.

Desirable:

• College degree.
• Fluency in a second language, preferably          .
• Certification in CPR.
• Previous supervisory experience.
• Ability to suggestively sell.
• Previous guest relations training. 

PHYSICAL ABILITIES

Essential:

1. Frequent standing and walking throughout the 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 a stationary position for up to 8 hours throughout the work shift.

5. Satisfactorily communicate with guests, management, and co-workers to their understanding.

ESSENTIAL JOB FUNCTIONS

Departmental Job Functions

Assume responsibility and be(come) the principal point of contact for all resort departments to address all challenges and ensure smooth operations until conclusion of the shift and/or in the absence of Overnight Front Office Manager/Division Head/Executive Level Management.

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

Maintain complete knowledge at all times of:

• all resort features/services, hours of operation.
• all room types, numbers, layout, decor, appointments and location.
• all room rates, special packages and promotions.
• daily house count and expected arrivals/departures.
• room availability status for any given day.
• scheduled in-house group activities, locations and times.
• scheduled private events - Walk spaces after events to ensure any deficiencies / extra attention for cleaning is communicated to restore the space to its original condition
• all resort and departmental policies and procedures.

Ensure achievement of passing benchmark for all rating evaluations in your department (FTG, AAA, LQA, FHR

Foster and promote a cooperative working climate, maximizing productivity and employee morale.

Attend weekly meeting with the Director of Front Office to establish and maintain two-way communication operations highlights/deficiencies. Delegate tasks; set deadlines; measure the results.

Any other duties or responsibilities assigned