Overnight Front Office Supervisor

Overview

The Overnight Guest Services Supervisor is responsible for assisting the Guest Services Manager and Assistant Guest Services Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Responsibilities

• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Monitor all VIP and special guest requests.
• Review Front Office log and Trace File daily.
• Comprehend and operate all relevant aspects of the Front Desk computer system.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages, and promotions currently underway as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of all closed out and restricted dates.
• Follow and enforce all Highgate Hotel hotel credit policies.
• Complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
• Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable.
• Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
• Absorb and assist in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).
• Have knowledge of and assist in all emergency procedures as required.
• Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
• Perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Responsible for issued house bank.
• Perform all duties of Night Auditor.
• Run room status reports in a timely manner and relay necessary information to affected departments and individuals.
• Maintain key control to maintain hotel security.
• Maximize room revenue through Rooms Merchandising.
• Answer all guest inquiries in a timely and professional nature.
• Be involved in departmental meeting, planning and execution.
• Help maintain productivity levels at or above budgeted standards.
• Assist in training and cross training of new hires and current employees on a regular basis.

Qualifications

• High School diploma or equivalent required.
• At least 2 to 3 years of progressive experience in a hotel or a related field required.
• College course work in related field helpful.
• Previous supervisory responsibility preferred.
• Must have a valid driver's license for the applicable state.
• Flexible and long hours sometimes required.