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Overnight Operations Supervisor
2 months ago
POSITION SUMMARY: Responsible for managing all hotel operations during the evening shift in the absence of department heads. This role focuses on addressing guest concerns to ensure satisfaction and responding effectively to emergencies. Conduct regular security inspections throughout the property to maintain the safety of guests and staff, as well as protect hotel assets.
KEY RESPONSIBILITIES:
- Engage actively in all hotel and restaurant functions during the night shift, providing support to team members to ensure prompt and courteous service.
- Address guest inquiries and issues, conducting thorough investigations to find effective solutions and negotiate outcomes.
- Listen attentively and offer assistance to resolve any arising challenges.
- Foster and maintain positive relationships with hotel associates.
- Train and mentor Night Audit and Security personnel.
- Conduct performance evaluations and provide coaching for Night Audit and Security teams.
- Perform regular security rounds, including the parking areas, throughout the shift.
- Complete necessary security and incident documentation as required.
- Support the enforcement of decisions made by other management staff. Serve as the Manager On Duty during overnight hours.
- Ensure guest corridors are free of service trays and other obstructions.
- Manage noise complaints, credit issues, employee disputes, guest relocations, and the removal of disruptive guests.
- Act as a security presence, utilizing diplomacy and sound judgment.
- Maintain regular attendance in accordance with established standards.
- Participate fully in the hotel’s Fire, Safety, Security, and Environmental initiatives.
- Conduct nightly inspections of guest rooms and public areas.
- Perform additional duties as assigned.
QUALIFICATIONS:
- Fundamental leadership abilities, including coaching, motivating, and providing constructive feedback.
- Proficient in using computer systems, telecommunication devices, and electronic tools to fulfill requests efficiently.
- Strong communication skills to report significant incidents clearly in English, with excellent writing capabilities.
- Ability to effectively interact with both internal and external clients, often requiring patience, tact, and diplomacy to resolve issues.
- Comprehensive understanding of hotel operations, services, and local events.
- Good auditory and visual skills to identify signs of emergencies.
- High school diploma is mandatory.
- Previous hotel experience is essential, with supervisory experience preferred.
- Ability to meet deadlines and work towards departmental objectives.
- CPR and First Aid certification is required.