Overnight Supervisor

Lotte Hotel Americas • Seattle, WA

1d • Onsite

About The Position

The role of the Overnight Supervisor is to oversee and coordinate operations during the overnight shift, ensuring smooth service delivery and operational efficiency. This position is responsible for supervising hourly team members, ensuring compliance with hotel policies, and maintaining high standards of guest service and safety. This position is also expected to report potential policy violations to management for handling.

Requirements

• High school diploma or equivalent required.
• Previous experience in a supervisory role within hotel front office operations, including guest room management and night audit, preferred.
• Strong communication and organizational skills.
• Ability to handle multiple tasks in a fast-paced environment with high attention to detail.
• Ability to analyze operational data and communicate with management for continuous improvement.
• Strong problem-solving abilities.
• Fluent in English (both written and verbal) to effectively communicate with guests and team members.
• Ability to work independently while fostering a team-oriented environment.
• Results-oriented with a commitment to achieving operational goals.
• Proficient in MS Office Suite (Word, Excel, PowerPoint) and other relevant software.
• Knowledge of hotel and restaurant operations, including relevant laws and safety regulations.
• Must have strong verbal and written communication skills to lead team members and provide clear guest service instructions.
• Must be proficient in basic computer skills and able to use hotel management systems and point-of-sale software.
• Familiarity with applicable hotel industry regulations, including safety, sanitation, and guest privacy laws.
• Ability to supervise and guide a team to meet operational standards.

Nice To Haves

• Bachelor’s degree in a related field preferred.

Responsibilities

• Manage late-night arrivals, departures, and guest inquiries.
• Resolve escalated guest concerns, ensuring high satisfaction.
• Balance daily financial transactions and ensure system accuracy.
• Run audit reports, identify discrepancies, and troubleshoot issues.
• Monitor and ensure the safety of the lobby and front desk area.
• Coordinate with security and engineering teams for any concerns.
• Assign tasks like delivering extra linens or room service orders.
• Ensure efficient completion of guest requests and cleanliness in common areas.
• Handle urgent maintenance issues and communicate with engineers for repairs.
• Conduct nightly property walkthroughs to identify and report problems.
• Inspect public areas for cleanliness and provide feedback to the cleaning team.
• Coordinate with staff to maintain lobby, restrooms, and banquet areas.
• Conduct regular walkthroughs of BOH areas, including kitchens, storage rooms, and staff lounges.
• Ensure BOH areas are clean, organized, and comply with safety and hygiene standards.
• Address issues like spills, clutter, or equipment malfunctions promptly.
• Compile detailed shift reports for the morning team.
• Highlight unresolved issues, guest feedback, and staff performance.
• Foster strong working relationships with other departments to ensure effective communication and collaboration.
• Ensure adherence to hotel policies and procedures, including sanitation, safety, and fire prevention standards.
• Represent the hotel’s service standards and lead by example in maintaining professionalism and high-quality guest service.
• Provide guidance and support to hourly team members to foster collaboration and excellent customer service.
• Protect guest and employee privacy and maintain confidentiality of sensitive information.
• Adhere to all cash handling and financial reporting procedures.
• Ensure that personal appearance, uniform, and grooming standards are consistently met.
• Follow hotel and department policies, procedures, and safety protocols at all times.
• Perform additional job-related duties as assigned by the management team.

Benefits

• Paid time off
• paid holidays
• wellness days
• 401(k) retirement plan with company match
• Complimentary meals
• hotel discounts
• Comprehensive benefits package including medical, dental, vision, and life insurance on first day of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED