Overnight Front Office Supervisor

Job Description

Responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service
• Excellent communication, organizational, and management skills, as well as the ability to handle stressful situations
• Lead daily overnight operations in Front Office and ensure all service standards are followed for Front Desk and Bell, while supporting Valet as needed
• Possess a strong attention to detail, be able to multitask, and have the ability to work well under deadlines
• Handle guest concerns and react quickly, logging and notifying proper areas
• Assist guests regarding hotel facilities in an informative and helpful way
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment
• Review the room availability and check status of departures on a daily basis
• Relay all pertinent information to the team on a daily and per shift basis
• Lead, coach, train, and mentor the Front Desk and Bell team ensuring the correct sequence of events for proper registration and checkout of guests
• Assign breaks and specific tasks
• Drive the standards throughout the department, maintain consistency, and conduct audits for successful quality program results (LQA/Forbes/Amex)
• Conduct daily pre-shifts and assist with monthly departmental meetings
• Champion employee engagement initiatives
• Assist in developing and implementing SOPs and training programs aligned with Accor and Fairmont standards
• Accept payment for guests’ accounts both at the time of registration and at checkout and maintain a house bank
• Maintain a daily log of all guests’ opportunities with corrective action steps
• Perform duties of front desk, bell, and royal service as required
• Follow department policies, procedures and service standards
• Follow all safety policies

Qualifications

Qualifications

• Minimum 2 years Front Office experience in a luxury hotel; supervisory experience preferred
• Strong leadership, communication, and problem-solving skills
• Proficiency in Opera Cloud and Microsoft Office
• Ability to work in a fast-paced environment and maintain composure under pressure
• Flexible availability for varied shifts, including overnight

PHYSICAL DEMANDS

• Constant standing and walking throughout shift
• Occasional lifting and carrying up to 50 lbs
• Occasional kneeling and bending
• Occasional pushing or pulling of bell carts over 50 lbs
• Ability to work rotating shifts including weekends and holidays

WORK ENVIRONMENT

• Front Desk & Lobby area
• Curbside
• Back of House areas

Additional Information

What is in it for you:

• Rate of pay: $31.50 per hour
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH

Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.

We provide an environment of trust, respect, and integrity.  A home away from home.  Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.