Overnight Front Office Supervisor

The Dewberry Charleston•Charleston, SC

About The Position

The Overnight Supervisor is responsible for providing exceptional service for all internal and external guests while completing a thorough check-in/check-out process. This position ensures the smooth operation of all hotel operations during overnight shift hours, focusing on safety and security of the building and guests.

Requirements

High school diploma/GED required.
Minimum of one year of customer service experience required.
Excellent verbal and written communication skills.
Ability to handle difficult internal and external guests with tact, diplomacy, and professionalism.
Ability to remain calm and alert, particularly during emergencies and/or heavy activity and resolve complications such as location changes or credit card issues.
Excellent data entry and computer skills.
Ability to lift up to fifty pounds.
Ability to sit and stand for extended periods of time.
Ability to work overtime, evenings, overnights, weekends, or holidays.

Nice To Haves

Minimum of three years of hotel/hospitality experience preferred.

Responsibilities

Schedule and direct overnight staff.
Act as Manager on Duty for the hotel, handling guest complaints, problem-solving, disturbances, special requests, and any other issues that may arise.
Coordinate responses to guest requests with Front Desk, Housekeeping, and Maintenance staff as needed.
Maintain a thorough knowledge of all fire-life safety procedures and ensure they are followed.
Act as a key member of the hotel’s emergency response team, and ensure staff are fully trained in emergency procedures.
Report any suspicious person, activities, and/or hazardous conditions to the security department or police as needed.
Build guest loyalty by offering assistance and recognizing returning guests.
Escalate guest service issues where appropriate.
Ensure all standards are being upheld in the department and that services provided are anticipatory and guest-centric.
Ensure efficient communication between the overnight team and all other departments of the hotel.
Manage scheduling and payroll effectively, ensuring overtime is kept to a minimum.
Complete daily posting and balancing of guest charges and settlements for room, restaurant, bar, and activities purchases.
Post all guest charges and payments.
Audit and research questionable guest charges.
Reconcile all payment transactions to guest paperwork.
Prepare the daily cashier balance report.
Maintain supporting documentation for all transactions.
Verify credit card activity and check approvals.
Assist with Front Desk coverage and respond to guest service requests.
Research and resolve guest billing discrepancies.
Approve and process billing adjustments.