Overnight Front Office Supervisor

Rosewood Hotel Group•Dallas, TX

15d•Onsite

About The Position

- •Oversee operational departments and guest services on the overnight shift in the following areas: Valet, Reception, Housekeeping, Engineering, Security, Stewarding, Kitchen and Room Service. Ensure smooth hotel operations during the overnight shift. Assist all departments during high demand periods.

Requirements

Minimum two year experience as a Front Desk Agent, preferably in a luxury or ultra-luxury hotel
Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
Ability to communicate (verbal and written) in English with co-workers, guests, and management.
Working knowledge of MS Word, Excel
Knowledge of PMS and hotel point of sales systems.
Ability to stand for prolonged periods of time.
Required to speak, read, and write English, with fluency in other languages preferred.

Responsibilities

Serve as ambassador for hotel
Oversee all overnight operations
Evaluate guest concerns, identify and implement solutions
Supervise overnight staff throughout hotel
Ensure each guest has a positive experience and all concerns resolved
Handle any emergency issues (ie: fire alarms)
Manage room inventory as appropriate
Gather guest information prior to arrival and coordinate any special needs.
Responsible for the successful coordination of all guest arrivals and departures to include swift baggage handling, personal greeting and escort.
Perform and complete night audit & related accounting procedures, manage the activities at the Front Office and supervise the staff of the entire hotel during the overnight shift.
Monitors the front desk activities with regards to rebates, billing instructions, discounted rates in compliance with hotel policy.
Monitor and ensure that all cashiering procedures comply with accounting policies and standards:
Contracted banks
Shortages/overages
Late charges
Petty cash/paid outs
Adjustments
Posting charges
Making change for guests
Cashing personal/travelers checks
Payment methods/processing
Settling accounts
Closing reports
Cashier reports
Balancing receipts
Dropping receipts
Securing banks
Review previous night's no-shows, verify, and ensure billing of such.
Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
Assist staff with expediting payments.
Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
Ensure that all guests are warmly greeted upon arrival or entrance in the hotel public areas.
To ensure that all information held or relayed to each guest is handled efficiently, accurately and in the most private manner.
To ensure that all service staff are trained and fully conversant with service levels and quality standards.
To organize and schedule the most efficient staff coverage during specified operational hours per guest count.
Must maintain constant and close communications with all other in-house service departments to ensure smooth information flow.
To ensure the safety and privacy of all guests.
To assist departments during high demand periods and re-assign employee duties as needed.
To maintain and follow-up with guest issues in the Unifocus/Knowcross system
Communicate any guest concerns/issues/requests to the manager of the AM shift and Director of Rooms as necessary.
Be knowledgeable regarding all property operations (ie: policies/procedures/times of service/special promotions & offerings)