Overnight Front Desk Supervisor

Overview

Why us?

Iconic architecture, a vibrant culinary scene, beautifully landscaped public spaces, and world-renowned museums are just part of what draws visitors to the Windy City. At The Ritz-Carlton, Chicago — perched above Water Tower Place in the historic Gold Coast — guests can explore everything from shopping along Michigan Avenue to experiencing the cultural treasures of the Art Institute of Chicago. Yet long after the city quiets for the night, our commitment to exceptional service continues.

As an Overnight Front Desk Supervisor, you are the trusted presence during the hotel’s most serene hours. You provide seamless arrivals and departures, resolve guest needs with confidence and care, and ensure the accuracy and integrity of the hotel’s financial processes. Balancing warm hospitality with attention to detail, you safeguard both the guest experience and the property’s operational excellence while setting the tone for a successful day ahead.

Recognized globally as the gold standard of hospitality, The Ritz-Carlton selects only the most dedicated and service-driven professionals. As one of our Ladies and Gentlemen, you will embody the values that define the world’s finest luxury brand. In a diverse and supportive environment where professionalism, accountability, and growth are encouraged, you will be empowered to create meaningful moments — even in the quietest hours — for our guests and for one another.

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs other duties as assigned, requested or deemed necessary by management.

Education/Formal Training

High school education or equivalent experience.

Experience

1 or more full years employment experience in a related position with this company or other organization(s).

Knowledge/Skills

• Requires understanding of all hotel front office procedures.
• Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Requires supervision/management skills.
• Ability to communicate information and hotel services to management and guests. Second language may be required.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

The physical demands described here are representative of those that must be met by an…