Front Desk Supervisor (Overnight Shift)

AccorHotel•Dallas, TX

12h•Onsite

About The Position

Fairmont Dallas, located in the Arts District of downtown Dallas, offers 545 elegant guestrooms and suites, with over 73,000 square feet of flexible meeting space. For over 50 years, Fairmont Dallas has been the setting for countless civic, social cultural, convention and corporate events, setting the stage for countless memories. The Front Desk Supervisor (Overnight Shift) is responsible for maintaining complete knowledge of and complying with all departmental policies/service procedures/standards, as well as the correct maintenance and use of equipment. This role anticipates guest needs, responds promptly, and acknowledges all guests, maintaining positive guest relations and resolving complaints to ensure guest satisfaction. The supervisor monitors and maintains cleanliness, sanitation, and organization of assigned work areas, and ensures staff reports to work as scheduled, coordinating breaks, assigning duties, and assisting with tasks as needed. They conduct pre-shift meetings, inspect grooming and attire, and ensure all materials and equipment are ready for service. The supervisor also monitors staff performance, participates in check-in/check-out processes, monitors communication logs, safe deposit box procedures, guest mail processing, and express checkouts. They observe guest reactions, assist with lost/stolen articles, adhere to accident/emergency procedures, and contact newly registered VIP guests to ensure satisfaction. Additionally, the supervisor ensures security of guest room access, monitors cashiering procedures, reviews no-shows and billing, handles overbooked or walked guests, audits surrounding hotels, and reviews arrival reports for accuracy. They ensure VIPs are pre-registered, work closely with Housekeeping management, print and block special requests, review credit checks, coordinate with In Room Dining for amenities, and review late checkout requests. The supervisor also reviews out-of-order rooms, prints and researches discrepant rooms, completes nightly rate checks, maintains awareness of undesirable persons, and ensures closing duties are completed. Ongoing training and feedback are provided to staff, and disciplinary issues are passed to the manager. The role fosters a cooperative working climate, maximizes productivity and morale, completes work orders, contacts Engineering for urgent repairs, completes inventories, assists with departmental meetings, completes departmental filing, provides guest room tours, and follows up on assignments. The position requires a high school graduate or equivalent, previous Front Office experience in a similar role (preferably 4-5 Star/Diamond hotel), fluency in English, and computer literacy. The ability to suggestively sell, perform job functions with attention to detail, speed, and accuracy, prioritize, organize, think clearly, resolve problems, follow directions, understand guest needs, work cohesively, work with minimal supervision, and maintain confidentiality are essential. Physical abilities include exerting physical effort in carrying up to 20lbs, enduring various physical movements, reaching, remaining stationary for 6-8 hours, pulling/pushing trolleys up to 100lbs, and occasional use of ramps and stairs.

Requirements

High school graduate or equivalent vocational training certificate.
Previous experience in Front Office in similar role, preferably a 4-5 Star/Diamond style hotel.
Fluency in English required, both verbal and non-verbal.
Computer literate and experience with front office applications an asset.
Compute basic arithmetic.
Ability to suggestively sell.
Ability to perform job functions with attention to detail, speed and accuracy.
Ability to prioritize and organize.
Ability to be a clear thinker, remaining calm and resolving problems using good judgement.
Ability to follow directions thoroughly.
Ability to understand guest’s needs.
Ability to work cohesively with co-workers as part of a team.
Ability to work with minimal supervision.
Ability to maintain confidentiality of guest information and pertinent hotel data.
Ability to ascertain departmental training needs and provide such training.
Ability to input and access information in the property management system/computers/point of sales system.

Nice To Haves

Fluency in a second language an asset.

Responsibilities

Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment.
Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, rates, packages, promotions, daily house count, expected arrivals/departures, room availability, scheduled in-house group activities, hotel and departmental policies and procedures.
Access all functions of the computer system.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
Review the daily business levels, anticipate critical situations and plan effective solutions.
Ensure that staff reports to work as scheduled.
Document any late or absent employees.
Coordinate breaks for staff.
Assign work duties to staff.
Assist with duties, as needed and ensure duties have been completed.
Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
Inspect grooming and attire of staff; rectify any deficiencies.
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
Participate in the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Monitor communication logs and ensure that guest requests are followed up within 15- 20 minutes.
Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
Monitor guest mail and ensure that it is processed according to procedures.
Monitor and ensure that express checkouts are processed through the system.
Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
Assist staff with their job functions to ensure optimum service to guests.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Assist guests with reports of lost/stolen articles, following hotel policy.
Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
Contact newly registered V.I.P. guests 15 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.
Document each call according to procedures.
Ensure security of guest room access.
Monitor and ensure that all cashiering procedures comply.
Review previous night's no-shows, verify and ensure billing of such.
Anticipate sold-out situations and know how many rooms are overbooked.
Handle overbooked or “walked” guests.
Audit surrounding area hotels in sold out situations for status of rooms, rates.
Maintain current list of available locations for walk situations.
Review the arrival report for accuracy and completeness; rectify any deficiencies with respective personnel.
Ensure that all VIPs are pre-registered according to standards.
Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
Print special requests report and block according to specifications.
Print credit check report and review status of each account.
Follow up on accounts beyond approved credit limits.
Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures and daily reports needed for groups.
Review trace reports and follow up accordingly.
Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
Review requests for late checkouts and approve according to occupancy.
Communicate this information to Housekeeping.
Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
Print report on discrepant rooms, research discrepancies and enter current status accordingly.
Complete rate check nightly.
Maintain awareness of undesirable persons on hotel premises and contact Loss Prevention where necessary.
Ensure all closing duties for staff is completed before staff clocks out.
Conduct ongoing training with existing staff.
Provide feedback to staff on their performance.
Pass on disciplinary problems to manager.
Foster and promote a cooperative working climate, maximizing productivity and colleague morale.
Complete work orders for maintenance repairs and submit to Royal Service.
Contact Engineering directly for urgent repairs.
Complete and direct scheduled inventories.
Assist with monthly departmental meetings.
Complete departmental filing.
Provide guest room tours.
Follow up on assignments given by Assistant Front Office Manager, Front Desk Manager or Director, Rooms.
Perform other tasks as required or assigned.

Benefits

Paid time off
Medical, Dental and Vision Insurance
401K
Complimentary Shift Meal
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academy designed to sharpen your skills
Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
Career development opportunities with national and international promotion opportunities
Eligible performance based bonus

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