Overnight Front Desk Supervisor

Description

Scope of Position

The Overnight Front Desk Supervisor is responsible for assisting the Overnight Manager and/or Manager on Duty to manage all operations, employees, and departments of the hotel during the overnight shift while providing attentive courteous and efficient service to all guests upon to arrival and throughout their stay while using brand or property specific processes. He/she will ensure that daily reports are generated, daily revenues are balanced, and guests needing assistance during the shift are accommodated.

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• Progressive experience in a hotel, night audit and/or or a related field required.
• Previous supervisory experience in a hotel/resort preferred.
• Outstanding guest service skills.
• Able to handle a multitude of tasks in an ever-changing environment.
• Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.
• Work with and understand financial information and advanced arithmetic functions.

Responsibilities

• Approach all encounters with guests, members, and Associates in a professional and personalized manner.
• Supervise other front desk and pbx associates to ensure property coverage and prompt guest service addressing their needs in a professional, positive, and timely manner.
• Process all guest check-ins by confirming reservations, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key.
• Responsible for proper cash handling in accordance with JW Marriott Turnberry Miami Resort & Spa policies.
• Process no-show reservations, prepare financial reports for managerial review.
• Close the financial day for the hotel.
• Drives sales and maximizes revenue by up-selling rooms.
• Process all payment types such as room charges, cash, checks, and credit/debit cards.
• Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem.
• Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Be familiar with all in-house groups.
• Assist with reservation requests forwarded to the hotel, supporting the in-house reservations department.
• Maintain consistent and effective flow of communication between shifts.
• Actively participate in training and continuing education of Front Desk and At Your Service Associates.
• Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with resort standards.
• Establish and maintain effective communication processes with all hotel departments.
• Always comply with JW Marriott Turnberry Miami standards and regulations to encourage safe and efficient hotel operations.
• Perform any additional task assigned by management.

Education

• High school diploma or GED or degree in Hospitality related major.

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.
• Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).

Physical Requirements

• On a continuous basis, stand at a desk for long periods of time in front of a computer screen.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use the telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.

Qualifications