Front Desk Overnight Supervisor

Overview

Job Description Summary
:
The Overnight Front Desk Supervisor (OFDS) is responsible for accurately balancing all hotel income and expenses for every 24 hour hotel operating period. The OFDS also acts as a Front Desk Agent for the overnight front desk shift at the hotel. The OFDS is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk.

The OFDS will act as the hotel system liaison during night hours and will call in and open tickets with Opera or system support during overnight hours if a system fails or issues occur.

• Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
• Ensure all staff are properly trained on front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure staff have the supplies needed to effectively carry out their job functions.
• Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
• Supervise the Housekeeping and Engineering functions to ensure the delivery of superior guest services.
• Responsible for the supervision of the security of cash, credit card transactions, and guest information.
• Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel’s property management system (Opera) and reservation system to maximize revenue through occupancy and rate adjustments based on market conditions.
• Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.
• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
• Supervise the daily execution of the shopper and the pour by ensuring each is stocked and maintained in an orderly and appealing manner.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
• Supervise the accurate processing of all cash and credit card transactions in accordance with established procedures including posting charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash banks.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Regularly sell hotel rooms through direct client contact.
• Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
• Perform other duties as assigned.

• High School diploma or equivalent required.
• Two years of previous hotel experience required.
• Ability to speak, read, and write fluent Spanish and English; other languages beneficial.
• Professional verbal and written communication skills.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
• Problem solving, reasoning, motivating, organizational and training abilities preferred.
• Will be required to obtain a Serv Safe certification.
• May be required to obtain a TIPS certification.
• Experience with Microsoft Office and Opera systems required.
• Frequently standing up, bending, climbing, kneeling, and moving about the facility.
• Carrying, lifting or pulling items weighing up to 50 pounds.
• Frequently handling objects and equipment.
• Will be required to work mornings, evenings, weekends, and holidays.

Sonesta…