POSITION OBJECTIVEThe Overnight Supervisor will supervise the Front Office overnight shift related to hotel operations and facilities and guest services. This role will report directly to the Assistant Director of Front Office.
ESSENTIAL JOB FUNCTIONS- Direct Supervisor of the Front Office department, under the direction of Director of Hospitality and Director of Front Office Operations
- Scheduling in collaboration with Front Office Department
- Forecasting of labor needs, including training time on a monthly basis (based on training expectations).
- Familiar with the budget process, as it relates to daily operations and monthly finance expectations.
- Monitors payroll (when designated by management) for missed punches, errors, edits, etc.
- Must be able to assist with initial training and retraining of Opera Cloud System.
- Responsible for preparing daily news information, VIP reports, GRF and any other department specific communications/ reports as needed.
- Responsible for insuring & conducting daily line-ups (as scheduled) with department supervisors/managers.
- Ensure that departure calls are being done.
- Greet guests upon arrival using their name, obtaining correct information, escorting guests as needed, giving overview of hotel and amenities
- Arrange, record, deliver and charge all special requests for arriving guests.
- Monitor guest activity while at the hotel, including being on call for any special requests or last minute needs
- Gain comprehensive understanding of all menus, outlets, and amenities of the hotel.
- Close communication with Operations Managers, Housekeeping and Engineering
- Being in contact with guest during their stay, offering any special arrangements
- Ensure that guest charges, transportation, etc. is being posted to guest folio and checking for accuracy
- Complete knowledge of area attractions, dining, parks, etc.
- Ability to cooperate and operate seamlessly with all departments of the hotel
- Ability to work scheduled shifts
- Create and organize guest data base according to guest history pertaining to requests, likes, dislikes, activity.
- Perform additional duties as required by Management and/or business demands.
EDUCATION/EXPERIENCE- One year certification from college or technical school, preferred.
- One to two year related experience and/or training; or equivalent combination of education and training.
- Previous experience in a luxury hotel/resort preferred
- Advanced understanding and system knowledge in Opera (SMS, or similar reservations system)
REQUIREMENTSThe physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties this job, the employee is regularly required to stand; walk' use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch; talk and hear. The employee must be able to lift and move up to 25 pounds. The employee must be able to see differences in widths and length of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENTMust be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors.
Must be able to change activity frequently and cope with interruptions.