Front Office Overnight Supervisor

Pyramid Global Hospitality•Seattle, WA

1d•Onsite

About The Position

The InterContinental Seattle Bellevue is looking for an Overnight Front Office Supervisor. As a key member of our team, the Overnight Front Office Supervisor will play a pivotal role in ensuring seamless guest experiences and upholding our reputation for excellence. We're looking for candidates who not only possess strong leadership skills but also have a keen eye for detail and a passion for delivering exceptional customer service. PYRAMID GLOBAL HOSPITALITY® is a trailblazer in the development, management, marketing and owner‐advisory services of resorts, hotels, conference centers and exclusive private clubs. PYRAMID’S distinguished and proven reputation is deeply‐rooted in core values that are focused and aligned with a people-first mentality. The company leadership and valued associates are passionately committed to delivering the industry’s most authentic, enchanted, soulful, vibrant, unrivaled and memory‐making experience. PYRAMID’S progressive “Be The Difference” culture and values are a cornerstone to the company’s nearly 40 years of extraordinary achievement and prosperity. Many properties have been recognized with prestigious national and international awards.

Requirements

Strong leadership skills
Keen eye for detail
Passion for delivering exceptional customer service
Knowledgeable about hotel emergency procedures
Ability to train staff on PBX procedures

Responsibilities

Assist and oversee all front desk and audit functions during the overnight shift, serving as the manager on duty when required.
Assist in all aspects of front desk and guest services operations during the assigned shift.
Balance Food & Beverage outlets and post front office accounts.
Handle guest check-ins, check-outs, and address any issues or concerns; collaborate with staff to resolve guest requests and inquiries.
Provide guests with prompt and professional attention, ensuring they feel welcome upon arrival and throughout their stay.
Address and log guest complaints appropriately, handle major guest complaints and disturbances, and escalate concerns when necessary.
Foster daily communication and coordination with Accounting, Revenue Management, Sales & Marketing, Catering, Food & Beverage, Housekeeping, Maintenance, Valet, HOA, and Retail vendors.
Communicate VIP guests, special needs, or requests to staff and ensure execution.
Obtain and verify essential guest information, ensuring accuracy and completeness of records; assign guest rooms according to reservation requirements.
Maintain and update the Front Desk logbook; check for guest mail or messages and ensure delivery.
Ensure timely delivery of wake-up calls and express checkout bills; inquire about guest satisfaction and assist with future reservations.
Manage and balance house bank and deposit keys; oversee issuance of department keys and maintain a corresponding log.
Ensure adherence to procedures for the security of financial transactions and guest safety; report any discrepancies (physical, financial, or personal) to management.
Conduct nightly audit functions, maintain computerized hotel systems, and ensure all end-of-day processes are completed accurately.
Conduct routine inspections of the front office and public areas to maintain high standards of appearance and promptly address deficiencies.
Conduct inventory of supplies, request and manage inventory for audit/front office staff, and inform leadership of necessary purchases.
Ensure all staff members are adequately trained and equipped; provide training, guidance, and advice to night employees.
Cover shifts for sick or absent employees when needed.
Be knowledgeable about hotel emergency procedures and train staff on PBX procedures to serve as a central communications point during emergencies.
Adhere to all hotel policies and procedures, including any changes.