Overnight Guest Services Supervisor

Conrad Hotels and Resorts•Nashville, TN

2d•Onsite

About The Position

The Overnight Front Office Supervisor oversees the Front Office operations during overnight hours while ensuring exceptional guest service and compliance with Conrad Hilton standards. This position supervises and supports the overnight team, handles guest concerns, oversees arrivals and departures and serves as the primary Front Office leader overnight. The Overnight Front Office Supervisor is also responsible for completing the nightly audit, balancing financial, preparing operating reports, and ensuring accurate posting of all guest and departmental charges. This role requires strong leadership, attention to detail, sound judgment, and the ability to work independently while maintaining a safe, secure, and welcoming hotel environment.

Requirements

Minimum of two (2) years’ experience in customer service
Two (2) years of hotel supervisory experience
Advanced skills in Word, Excel, PowerPoint, OnQ, and Outlook; daily use of nearly all programs will occur
Proven interpersonal skills with a track record of successful guest interaction
Able to negotiate, organize, delegate & work under pressure with attention to detail & a high level of creativity

Nice To Haves

Luxury hotel experience strongly preferred
Knowledge of Hilton OnQ systems preferred

Responsibilities

Supervises and supports the overnight Front Office team, providing direction, coaching and assistance as needed.
Ensure exceptional guest service and maintain Conrad Hilton service standards.
Oversee guest arrivals, departures, registrations, room assignments and billing inquiries.
Resolve guest concerns and complaints professionally and ensure appropriate follow up.
Respond to all inquiries regarding hotel services, dining, entertainment, transportation and local attractions.
Coordinate VIPs, special requests and other guest needs.
Communicate important operational information and outstanding issues to management and the incoming shift.
Maintain a professional, clean, organized and secure Front Office environment.
Complete the nightly audit accurately and within established deadlines ensuring the audit, balance, and consolidate departmental ledger accounts.
Post daily room charges, outstanding guest charges, balance cash, credit card and other revenue against applicable reports.
Review and correct posting errors or discrepancies.
Prepare credit card summaries, daily operating reports and the required audit package.
Ensure accurate and secure handling of guest and financial information.
Lead by example and promote teamwork, accountability and exceptional service.
Ensure compliance with hotel procedures related to cash handling, revenue, safety, security, emergencies, and Front Office operations.
Review next-day arrivals, departures, VIPs, special requests, and room assignments to support a smooth morning operation.
Complete required checklists, logs, reports and shift documentation.
Remain calm and exercise sound judgment during emergencies or unusual situations.
Support training and implementation of Conrad Hilton brand standards and programs.
Perform other duties as assigned.