Overnight Front Office Supervisor
4 days ago
The Overnight Front Office Supervisor oversees all operations of the front desk during the overnight shift. This role ensures smooth and efficient front office operations, provides exceptional guest service, and manages staff to maintain high standards of service and guest satisfaction. The Overnight Front Office Supervisor acts as the key point of contact for both guests and staff during overnight hours.
Key Responsibilities:
- Front Desk Operations:
- Supervise front desk staff during overnight shifts, ensuring adherence to hotel policies and procedures.
- Handle guest check-ins and check-outs, addressing any inquiries or concerns with professionalism and courtesy.
- Manage reservations, room assignments, and billing processes to ensure accuracy and efficiency.
- Coordinate with housekeeping and maintenance teams to address guest requests and resolve issues promptly.
- Provide exceptional guest service, including handling complaints and resolving conflicts in a timely and effective manner.
- Ensure all guests receive a warm and personalized experience, addressing their needs and preferences.
- Actively seek feedback from guests to improve service and address any issues.
- Lead and motivate front desk staff during the overnight shift, ensuring they perform their duties effectively and efficiently.
- Conduct training and coaching to enhance team performance and guest service skills.
- Manage staff scheduling and attendance, addressing any staffing issues as they arise.
- Prepare and review nightly reports, including financial transactions, occupancy rates, and guest feedback.
- Ensure all financial and operational records are accurate and up-to-date.
- Handle cash and credit transactions securely and accurately, following hotel policies.
- Respond to emergency situations and security issues, including coordinating with emergency services if necessary.
- Ensure that all safety and security protocols are followed and that staff and guests are informed of any procedures.
- Communicate effectively with other departments, including housekeeping, maintenance, and management, to ensure smooth operations and guest satisfaction.
- Provide detailed handovers to the day shift supervisor and other relevant staff.
- High school diploma or equivalent; additional education in hospitality or related field preferred.
- Previous experience in a front desk or supervisory role in a hotel setting required.
- Strong leadership and management skills, with the ability to motivate and guide a team.
- Excellent customer service skills with a professional and approachable demeanor.
- Proficient in hotel management software and Microsoft Office Suite.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Strong problem-solving skills and the ability to make sound decisions under pressure.
- Flexibility to work overnight shifts, weekends, and holidays as required.
- Ability to lift and carry up to 25 pounds.
- Ability to stand for extended periods of time.
- Good physical stamina and the ability to work in a busy environment.
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