Front Office Supervisor

Job Summary:

As the Overnight Front Office Supervisor, you will be responsible for supervising the overnight operations of the Front Office, including the nightly audit process, in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay.  

Job Duties and Functions:

• Lead the overnight team to ensure the highest levels of service are delivered at all times.  

• Serve as a property overnight manager on duty, responding appropriately to all guest matters in a prompt and professional manner. 

• Work closely alongside Loss Prevention department to ensure the safety of our guests is at the forefront of attention. 

• Perform the nightly audit duties and work in partnership with finance to ensure complete compliance with local and brand regulations. 

• Conduct a shift briefing with staff at the beginning of each shift to gather and share pertinent information. Review the Front Desk logbook for updates and important notes. 

• Verify billing accuracy and ensure any matters requiring further attention are passed along to the appropriate channels.  

• Adhere to the hotel’s key control and credit policies. Maintain thorough knowledge of all fire safety and emergency procedures. 

• Handle guest concerns or issues calmly and professionally, delivering prompt resolutions. 

• Lead by example by maintaining proficiency in all front desk duties and setting the standard for service and professionalism. 

• Must be able to lead all areas of Front office operations including but not limited to Front Desk, PBX, Concierge, Bell Desk and Valet 

• Maintain clear and professional communication with all hotel departments via telephone and internal channels. 

• Ensure the accuracy of group bookings, rooming lists, billing details, amenities, and arrival arrangements. 

• Keep the front office, back office, front desk area, and supply closets clean, organized, and well-stocked. 

• Provide coaching and counseling to team members as needed, using appropriate documentation and performance management techniques. 

• Ensure all employees complete their duties before the end of their shift and are present at their stations on time. 

• Oversee and maintain high service standards through daily monitoring and staff training. Ensure compliance with grooming and uniform standards. 

• Ensure employees practice compliance with all hotel standards and policies as outlined by the Employee Handbook  

• Assist in training of new hires and current associates on a regular basis 

• Be accountable for managing payroll and operating expenses within budgeted limits. 

• Performs other duties and attends meetings, as assigned by hotel/department leadership

Education & Experience:

• Minimum 2 years of Front office experience in a luxury hotel. Prior supervisory and night auditor experience is preferred. 

• Strong understanding of Forbes, AAA, LQA or similar luxury standards is required. 

• Valid Driver’s License preferred 

• Must be able to stand for prolonged periods of time during shift 

• Ability to lift 30 pounds 

• Must have strong proficiencies in Microsoft Office and Outlook 

• Proficiency in Opera, HotSOS and managing rooms allocation is mandatory  

• Must be able to work with and understand financial information and data, and basic arithmetic functions.  

• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity 

• Ability to diplomatically deal with difficult situations and people, while exhibiting a constant level of integrity. 

• Ability to verbally communicate effectively and professionally. 

• Flexible schedule, able to work overnight, evenings, weekends, and holidays when needed.