Overnight Supervisor

The Lodge at Blue Sky•Wanship, UT

2d•Onsite

About The Position

The Overnight Supervisor is responsible for performing established close-of-day functions for the resort, spa, and F&B operations, and for creating the daily status sheet. This role acts as the Manager on Duty (M.O.D.) during overnight hours, with limited authority to troubleshoot operational issues and guest or associate problems. Key responsibilities include loss prevention, ensuring the safety and well-being of all individuals on the property, representing the Front Desk Team, assisting with concierge duties, calls, and requests, and preparing the daytime team for a successful morning shift by addressing any follow-up items from the evening team.

Requirements

A genuine affinity for interacting meaningfully and positively with Lodge teammates.
Self-confidence and leadership skills.
Basic knowledge of accounting theory.
Proficient with computers.
High school graduate or equivalent.
One year experience in a cash-handling position.
Critical thinking and multi-tasking skills.
Ability to make decisions under pressure and display comfort in a fast-paced environment.
Clear criminal record.
Excellent service, etiquette, and protocol skills and knowledge.
Familiarity with Northern Utah (particularly the Park City/Summit County area), its geography, recreation opportunities, restaurants, events, sights, and other places of interest.
Ability to clearly communicate in English with guests, employees, owners, and management both orally and in writing.
Ability to handle multiple tasks seamlessly, prioritizing with utmost care for the guest experience, including balancing operating computer programs, in-person guest needs, and professional telephone interaction.
Ability to input and retrieve data from a computer.
Ability to master multiple programs and operating procedures.
Ability to learn and perform CPR and First Aid.
Ability to work independently and prioritize tasks, in an overnight setting.
Ability to think critically and solve problems as they arise.
Ability to be a clear thinker and remain calm under pressure.
Ability to maintain the confidentiality of guest information and designated hotel data.
Ability to work cohesively with other departments and individuals as part of the team.
Ability to prioritize and follow up on work assignments.
Provides great attention to detail.

Responsibilities

Perform established close of day functions for resort, spa, and F&B operations.
Create the daily status sheet.
Act as the Manager on Duty (M.O.D.) during overnight hours.
Troubleshoot operational issues and guest or associate problems with limited authority.
Ensure loss prevention and the safety and well-being of all people on the property.
Represent the Front Desk Team during overnight hours.
Assist in concierge duties, calls, and requests.
Assist in setting up the daytime team for a successful morning shift.
Take on and follow up on any requests the evening team might ask the overnight to be aware of.
Create a genuine, informative, and personalized guest experience.
Use the guest’s name whenever possible and appropriate.
Act according to the policies and procedures established in the associate handbook.
Maintain complete awareness of facilities, hours of operation, emergency procedures and rules of conduct.
Be aware of resort occupancy, restaurant guest count and private dining or group activities.
Cooperate with department managers, security and staff members to promote customer service, the integrity of the Finance department and spirit of The Lodge at Blue Sky.
Complete projects assigned by Rooms Operations Supervisor/Assistant Director of Finance/and Front Office Manager.
Prepare the daily status sheet with consistency and attention to detail.
Respond to all emergencies as established in the Management Emergency Procedure Guidelines swiftly and confidently.
Be prepared to respond immediately to guests arriving late, room service orders, luggage assistance and guests checking out.
Efficiently check guests in and out while utilizing property standards.
Escort guests arriving late to their room and provide room orientation.
Perform all Night Audit tasks as directed to close and reconcile the day’s receipts.
Participate in and support hotel and company efforts towards sustainability and environmental initiatives as part of the Green Team program.
Provide room service and assist guests whenever necessary.
Maintain familiarity with reservations, front desk (including billing), and concierge (including Blue Sky activities) operations.
Learn and utilize Forbes 5-Star and Auberge Standards whenever interacting with guests.
Maintain complete knowledge of property and other information including all facilities/services offered and hours of operation, all unit types, layout, décor, attributes and locations, daily stats, including availability, arrivals, and departures, entertainment/special events scheduled on the property and in the area, directions to the property from airports and other major landmarks, and general info, descriptions, and directions for local services, restaurants, skiing, hiking and other points of interests.
Ensure all guest needs are met throughout their stay.
Engage guests in a gracious and professional manner as they come in contact with the guest reception area.
Assist and ensure effective guest challenge resolution.
Work closely with fellow guest service associates and other departments to resolve any challenges; ensure follow-through and exceed guest expectations whenever possible.
Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenue and reducing costs.
Provide guests with wake up calls.
Perform other tasks for the given night as requested for the overnight by any PM MOD.
Perform other duties as directed, developed or assigned.