Front Office Supervisor - Overnight

AccorHotel • San Diego, CA

23h • Onsite

About The Position

If you enjoy a job where every day is different, then Overnight Front Office Supervisor is the role for you! As an Overnight Front Office Supervisor, you will lead the front office team by demonstrating exemplary guest service and follow through. You will be essential in creating an environment where the team is motivated and creative, ensuring guests have a pleasant experience throughout their stay.

Requirements

• Two-year hotel Front Office experience plus one year of supervisory experience preferred.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace
• High school or equivalent education required. Bachelor’s Degree preferred
• Must be able to read and write to facilitate the communication process
• Requires good communication skills, both verbal and written
• Must possess basic computational ability
• Must possess basic computer skills
• Ability to supervise subordinate staff, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary
• Ability to solve problems and make rational decisions
• Knowledge of Resort operations, its services, and facilities
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA

Responsibilities

• Consistently offer professional, friendly and engaging service
• Provide a warm welcome and assist guests according to Fairmont Hotels & Resorts Brand Standards
• Assist the Director of Front Office in all aspects of the department and ensure service standards are followed
• Manage the operation and make decisions in the absence of senior leadership
• Be familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed
• Ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, and Front Desk is continuously clean and tidy
• Provide managerial support for Front Desk, Guest Services and Housekeeping in the daily operational duties for these areas in the absence of the department managers
• Be an inspiration to all hotel staff to achieve luxury levels of performance
• Be an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• Train Overnight Front Desk Colleagues and fulfill training role
• Drive rate and RevPar through upselling room types
• Resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
• Assist the Front Office and Accounting Teams in the completion of Daily Accounting, IT and Audit work
• Generate and distribute management reports
• Assist the guests with any comments, questions, or concerns during their stay
• Make recommendations for activities and restaurants
• Assist with luggage and transportations inquiries
• Enroll guests to Accor Live Limitless loyalty program and update profiles when applicable
• Liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering)
• Be present at the Reception desk whenever possible
• Deal promptly and effectively with any complaints
• Coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible
• Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
• Liaise with Guest Services to ensure swift baggage dispatch and collection
• Follow up on late cancellations and no shows and charge when appropriate
• Deal with room moves, and ensures seamless communication of these with the relevant departments
• Check potential room revenue for any discrepancies and do necessary corrections
• Maintain amicable and co-operative working relations with all other departments
• Ensure enough supplies of all stationary items are in storage
• Visually observe associate productivity and provide constructive feedback and coaching when applicable
• Determine and communicate necessary projects for operation or cleanliness
• Ensure all appropriate paperwork is received from guest and colleagues for accounting
• Prioritize the daily activities of the Front Desk Team
• Assist in ensuring breaks are taken as scheduled
• Ensure cleanliness, safety and order in all Front Desk areas and reports and action deficiencies as necessary
• Be familiar with Hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction
• Be familiar with Fairmont Grand Del Mar, all the facilities and services offered
• Follow all safety and sanitation policies
• Other duties as assigned

Benefits

• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities
• Career development opportunities with national and international promotion opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED