Front Desk Overnight Supervisor

About the role

The Grove Resort & Water Park Orlando is seeking a Front Desk Overnight Supervisor to join our dynamic team. Located near Walt Disney World® Theme Parks, we offer an exciting workplace where employees create unforgettable guest experiences.

Responsibilities

• Oversee all overnight front desk operations, ensuring smooth check-ins and check-outs, accurate night audit procedures, guest safety, and timely resolution of guest requests and concerns.
• Support the Front Office team by monitoring property activity, coordinating with security and other departments, and maintaining service standards throughout the night.
• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Assign and instruct guest service representatives in details of work.
• Observe performance and encourage improvement.
• Greet guests immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Promote marketing programs.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys.
• Nonverbally confirm the room number and rate.
• Provide welcome folders containing keys, certificates, coupons and refreshment center keys as appropriate.
• Close out guest accounts at time of check out.
• In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash make change and balance an assigned house bank.
• Accept and record vouchers, traveler checks and other forms of payment.
• Perform accurate moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English language.
• Input messages into the computer.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages and facsimiles for customers as requested.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for guest service representatives and other employees.
• Resolve customer complications and complaints by conducting thorough research of the situation and identifying the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situation.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Summon guest service personnel for assistance to escort guest to their rooms as appropriate.
• Prepare daily forecast of expected arrivals and departures.
• Provides safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock.
• Filer access slips in box.
• Operate facsimile machine to send, receive, and log incoming transmissions.
• Notify guests of incoming faxes using the message function of the computer.
• Use the photocopier to make copies of items as required.
• File registration cards in room number order.
• Retrive registration cards from the files for each check out.

Qualifications

• Education: Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities.
• No special license required.
• Experience: Two years combined, prior front desk and supervisory experience preferred. Additional language ability preferred.