Front Desk Overnight Supervisor

Spire Hospitality•Winter Garden, FL

40d•Onsite

About The Position

Join the team at The Grove Resort & Water Park Orlando, where every day is an adventure! Located just six miles from Walt Disney World® Theme Parks, we offer an exciting workplace where employees create unforgettable guest experiences. Our resort features 787 condo-style rooms, complimentary access to the award-winning Surfari Water Park, daily transportation to Orlando’s top attractions, 6,000 square feet of meeting space, and serene activities at Lake Austin Pier. Guests also enjoy dining options like Valencia Restaurant, Longboard Restaurant, and Alfresco Market. Our latest addition, The Terraces at The Grove, brings a modern, adult-centric retreat to our resort. Overlooking Lake Austin, this exclusive property boasts 160 rooms, a private pool with cabanas, a poolside bar (DYVE), a fire pit seating area, a gym, and BYTE, a grab-and-go market. Employees at The Grove enjoy working in a collaborative environment where they help create unforgettable memories for our guests while taking advantage of career growth opportunities in the heart of Orlando’s vibrant hospitality industry. If you're ready to work in an inspiring, energetic setting with an amazing team, we’d love to hear from you! Join us and make every day extraordinary!! SPIRE Hospitality is a management company specializing in creating memorable guest experiences and delivering best-in-class service at our hotels and resorts across the country. We ensure you have the support, tools and opportunities you need to get the job done, grow as an individual, and excel in your hospitality career. Join our dynamic Front Office TEAM and play a vital role in delivering an exceptional overnight guest experience! The Front Desk Overnight Supervisor oversees all overnight front desk operations, ensuring smooth check-ins and check-outs, accurate night audit procedures, guest safety, and timely resolution of guest requests and concerns. This role supports the Front Office team by monitoring property activity, coordinating with security and other departments, and maintaining service standards throughout the night. We value professionalism, attention to detail, and warm guest interactions, ensuring every guest feels safe, welcomed, and cared for at all times. If you're committed to excellence, thrive in a fast-paced hospitality environment, and excel in independent decision-making during overnight hours, we want you on our team.

Requirements

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities.
Two years combined, prior front desk and supervisory experience preferred.
Additional language ability preferred.

Responsibilities

Communicate effectively both verbally and in writing to provide clear direction to staff.
Assign and instruct guest service representatives in details of work.
Observe performance and encourage improvement.
Greet guests immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
Promote marketing programs.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Nonverbally confirm the room number and rate.
Provide welcome folders containing keys, certificates, coupons and refreshment center keys as appropriate.
Close out guest accounts at time of check out.
In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash make change and balance an assigned house bank.
Accept and record vouchers, traveler checks and other forms of payment.
Perform accurate moderately complex arithmetic functions using a calculator.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear English language.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimiles for customers as requested.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for guest service representatives and other employees.
Resolve customer complications and complaints by conducting thorough research of the situation and identifying the most effective solutions.
Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situation.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Summon guest service personnel for assistance to escort guest to their rooms as appropriate.
Prepare daily forecast of expected arrivals and departures.
Provides safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock.
File access slips in box.
Operate facsimile machine to send, receive, and log incoming transmissions.
Notify guests of incoming faxes using the message function of the computer.
Use the photocopier to make copies of items as required.
File registration cards in room number order.
Retrieve registration cards from the files for each check out.
Perform other related duties as assigned.
Perform duties across multiple properties as required