Overnight Guest Experience Supervisor (Full-Time) - Civic Hotel

Century Group • Surrey, BC

11d • Onsite

About The Position

The Overnight Guest Experience Supervisor will deliver a flawless, innovative and unique guest experience. This role involves leading overnight hotel operations, ensuring all guest interactions reflect exceptional service standards, and promptly resolving guest inquiries, concerns, and operational matters throughout the shift. The supervisor will adhere to creating exemplary guest experiences in accordance with Marriott MI Health Check Standards, empathize with and resolve guest concerns, and handle phone calls providing assistance with a range of inquiries. Key responsibilities include completing overnight task lists, managing billing discrepancies, handling cash drawer contents and transactions, collaborating with the hotel team using electronic tools, working with security officers on disturbances and emergencies, and maintaining professional communication etiquette. The role also involves reporting service concerns, acting as a Bell/Concierge/Valet ambassador as needed, handling confidential information with integrity, acting calmly during emergencies, reporting accidents and unsafe conditions, maintaining positive working relationships, driving revenue and guest satisfaction, ensuring public areas are clean and tidy, and performing other duties as assigned by management. The supervisor must also be able to identify and explain room features and provide information on property amenities and local areas of interest.

Requirements

• Minimum 1 year of previous experience at the Front Desk of a boutique, premium or luxury hotel setting.
• Knowledge of Front Desk / Housekeeping and overall hotel policies and procedures.
• Proficiency in computer applications such as but not limited to Google Workspace (Docs, Sheets, Slides, Gmail etc)
• Must have a flexible schedule and be available to do day shift coverage as required.

Nice To Haves

• A degree in Hotel & Restaurant Management is preferred.
• Experience with Opera, EMPOWER/GXP, KIPSU is an asset.

Responsibilities

• Lead overnight hotel operations by ensuring all guest interactions reflect exceptional service standards, and promptly resolving guest inquiries, concerns, and operational matters throughout the shift.
• Adhering to creating exemplary guest experiences in accordance with Marriott MI Health Check Standards.
• Empathizes and listens to guest concerns and empowered to resolve guest issues satisfactorily.
• Answer guest phone calls and provide assistance with a range of inquiries, including reservations, wake-up call requests, billing questions, and information related to events and ballroom spaces.
• Completes the overnight task list including but not limited to reporting, preparation of daily hotel information and billing checks.
• Managing and following up on billing discrepancies, including reviewing and adjusting transactions to ensure accuracy and guest satisfaction.
• Responsible for cash drawer contents and transactions during shifts with appropriate reporting.
• Handles and collaborates with the rest of the hotel team to ensure guest requests are anticipated by using an electronic tool/ device to communicate with other departments as needed.
• Works in conjunction with hotel security officers to respond to disturbances in guest rooms, medical emergencies, undesirable guests and including overall safety and security throughout the hotel.
• Speaks clearly and distinctly in a professional, friendly and effective manner with guests and the team by using proper email/telephone/radio etiquette at all times.
• Assists in reporting service concerns and informs leaders as required.
• May act as a Bell/ Concierge/ Valet ambassador as required.
• Handles confidential information, including guest records, with a high degree of integrity and privacy.
• Knowledgeable and must act calmly when receiving an emergency call, reporting to Security, Fire & Life Safety Office for assistance and documentation.
• Reports any accidents, injuries, unsafe work conditions to Front Desk Manager or Director of Operations.
• Is able to work well with others to maintain positive working relationships.
• Must be actively involved in hotel initiatives to drive revenue and guest satisfaction and Marriott Bonvoy
• Must be able to identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest.
• Helps achieve departmental goals and contributes ideas for better guest satisfaction, colleague relations and revenue enhancement by exemplary service.
• Ensures the lobby, front desk and all public areas are clean, tidy and well maintained.
• Performs any other duties as assigned by management.

Benefits

• Competitive wages
• Generous hotel and dining discounts at thousands of Marriott properties worldwide
• Career advancement with the hotel and our diverse group of companies
• Extended Health and Dental coverage
• Health Care Spending Account
• Wellness Spending Account
• Convenient location steps from Surrey Central SkyTrain Station
• Company events, including our annual Holiday Party

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree