Overnight Front Office Supervisor

Responsibilities

• Consistently offer professional, friendly and engaging service
• Excellent communication, organizational, and management skills, as well as the ability to handle stressful situations
• Lead daily overnight operations in Front Office and ensure all service standards are followed for Front Desk and Bell, while supporting Valet as needed
• Possess a strong attention to detail, be able to multitask, and have the ability to work well under deadlines
• Handle guest concerns and react quickly, logging and notifying proper areas
• Aid guests regarding hotel facilities in an informative and helpful way
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment
• Review the room availability and check status of departures on a daily basis
• Relay all pertinent information to the team on a daily and per shift basis
• Lead, coach, train, and mentor the Front Desk and Bell team ensuring the correct sequence of events for proper registration and checkout of guests
• Assign breaks and specific tasks
• Drive the standards throughout the department, maintain consistency, and conduct audits for successful quality program results (LQA/Forbes/Amex)
• Conduct daily pre-shifts and assist with monthly departmental meetings
• Champion employee engagement initiatives
• Aid in developing and implementing SOPs and training programs aligned with Accor and Fairmont standards
• Accept payment for guests’ accounts both at the time of registration and at checkout and maintain a house bank
• Maintain a daily log of all guests’ opportunities with corrective action steps
• Perform duties of front desk, bell, and royal service as required
• Follow department policies, procedures and service standards
• Follow all safety policies

Qualifications

• Minimum 2 years Front Office experience in a luxury hotel; supervisory experience preferred
• Strong leadership, communication, and problem-solving skills
• Proficiency in Opera Cloud and Microsoft Office
• Ability to work in a fast-paced environment and maintain composure under pressure
• Flexible availability for varied shifts, including overnight
• Constant standing and walking throughout shift
• Occasional lifting and carrying up to 50 lbs
• Occasional kneeling and bending
• Occasional pushing or pulling of bell carts over 50 lbs