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.

Requirements

One year or more of experience in front office/guest services, including supervisory experience, or an equivalent combination of education and practical experience.
Must be able to maintain a valid and current Food Handler’s card, in case In-Room Dining orders are requested.
Effective communication skills are essential for interacting with associates, guests, and the leadership team.
Strong problem-solving, reasoning, motivational, organizational, and training abilities are necessary.
Flexibility to work nights, weekends, and holidays is required.
Ability to stand for up to 8 hours per day or extended periods is necessary.

Nice To Haves

Experience with Opera software is advantageous but not mandatory.
Preference will be given to candidates with luxury hospitality experience or knowledge.
A fundamental understanding of luxury standards is required.

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.

Benefits

Comprehensive health insurance
Retirement plans
Paid time off
On-site wellness programs
Local discounts
Employee rates on hotel stays
Ongoing training and development opportunities
Paid Time Off - 2.15 hours for every 40 hours worked
14 days - 7 Paid Holidays, 2 Floating Holidays
Medical (through United Healthcare), dental, and vision insurance – available to you on the first of the month after your start date
Competitive Matching 401K
Health Savings Account
Healthcare Flexible Saving Account
Supplemental Medical Insurance including Accident Insurance, Critical Illness, and Hospitality Indemnity
Supplemental Short-Term Disability Insurance
Basic Life and Accidental Dismemberment Insurance
Basic Long-Term Disability Insurance
Life Insurance buy-ups
Employee Assistance Program
Pet Insurance
Sick Time (accrue 1 hour for every 30 hours worked) - offered to part-time associates
Competitive Salary
Cash incentives programs