Night Audit Supervisor

Mainsail Lodging & Development•Fort Myers, FL

5d•Onsite

About The Position

The Overnight/PM Front Desk Supervisor is a unique position responsible for directly overseeing the overnight functions of the Front Desk and Loss Prevention. This role serves as a role model and leader in maintaining a unique, professional, and hospitable warm arrival/departure experience for guests. The position requires exceptional customer service, knowledge of hotel functions, and the ability to process and supervise mobile arrivals, manage remote check-ins, and ensure the front desk team actively engages guests and promotes the hotel loyalty program. Key responsibilities include processing payments, producing room keys, assigning rooms, handling guest billing inquiries, utilizing the Empower guest experience tool, executing front office reports, and acting as a concierge. The supervisor also assists with guest luggage, mail, resolves guest inquiries, serves as the property Manager on Duty (MOD) in the absence of senior leadership, assists with department schedules, and ensures team adherence to shifts and breaks. Additionally, the role involves reporting accidents and unsafe conditions, maintaining professionalism in communication, developing positive working relationships, reporting suspicious activity, following hotel policies, and maintaining a clean work area. A crucial aspect of the role is teaching, growing, training, and holding accountable the Front Desk Hosts, Prevention Officers, and Night Auditors.

Requirements

High school diploma or higher
Previous hospitality supervisory experience preferred
Previous Lightspeed PMS experience preferred
Excellent customer service skills
Excellent communication skills, both verbal and written
Ability to sit or stand for extended periods of time.
Ability to bend.
Ability to lift, pull 40 lbs.
Ability to communicate clearly.
Corrected vision to normal range.
Ability to work long hours as needed.
Make sound judgments quickly.
Work on multiple tasks, making appropriate progress towards deadlines.
Able to work independently, take direction, and provide direction to others.
Manage differing personalities within the office, the hotel, and the community.
Maintain the highest degree of confidentiality.
Ability to work effectively in stressful, high pressure situations.
Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
Realize that the hotel business functions seven days a week, 24 hours a day, and it may be necessary to move associates from their accustomed shift as business demands.
Project a hospitable service atmosphere at all times.

Nice To Haves

Previous hospitality supervisory experience
Previous Lightspeed PMS experience

Responsibilities

Interact with guests by providing exceptional customer service and sharing hotel knowledge using personalization.
Process and supervise mobile arrivals and execute flawless service in the remote check-in area.
Ensure the front desk team actively engages guests and promotes the hotel loyalty program.
Collect and verify methods of payment, produce room keys, and ensure guest confidentiality.
Assign and escort guests to rooms according to their preferences.
Serve as the initial point of escalation for guest billing inquiries and/or concerns.
Serve as department champion for the Empower guest experience tool.
Ensure the team executes all required front office reports, pre-arrival planning, and checklists.
Serve as a concierge by providing local information for shopping, dining, and recreational destinations.
Assist with guest luggage and receive, store, and deliver both luggage and mail.
Serve as the initial point of escalation to resolve all guest inquiries and/or opportunities.
Serve as property MOD in the absence of senior leadership.
Assist in creating and managing department schedules.
Ensure the team follows scheduled shifts and break and lunch requirements.
Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team.
Report any irregular behavior from guests in public areas and/or in room.
Take initiative and handle assignments with limited supervision.
Follow all hotel policies and procedures.
Maintain cleanliness and order of the work area.
Teach, grow, train, and hold accountable the Front Desk Hosts, Prevention Officers, and Night Auditors.