Night Supervisor

POSITION SUMMARY

The Night Supervisor oversees hotel operations and guest service during the overnight shift, working independently to ensure a seamless luxury guest experience and the safety and security of the hotel. As the sole colleague on duty overnight, this position must be comfortable working autonomously and exercising sound judgment when addressing guest or operational needs. Responsibilities include assisting with guest needs, managing arrivals and departures, resolving overnight issues, completing the nightly audit, and accurately closing out the day’s financial activity. This role requires a dependable, resourceful professional who exercises sound judgment and takes ownership of the overnight operation.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Greets guests immediately with a friendly and sincere welcome, registers, and assigns rooms to guests.
• Provides information to the Guest regarding the hotel and its services, such as outlets hours, amenities, local attractions, etc.
• Completes the registration process by inputting and retrieving information from the computer system, confirming pertinent information including guest information, length of stay and room type.
• Codes the electronic keys and issues the room key folder to the guest.
• Swipe credit cards for authorization using electronic acceptance method.
• Handles cash, makes change and balances the assigned cash bank.
• Balances and accounts for all daily cash and charge transactions.
• Ensures all of the charges for the day have been posted to the proper guest folio or master account.
• Runs daily reports and attaches the appropriate corresponding documentation.
• Promptly answers the Front Desk telephone within three rings using the correct daytime greeting and proper telephone etiquette.
• Answers internal calls related to housekeeping or engineering requests and dispatches the appropriate personnel.
• Answers inquiries pertaining to hotel services, shopping, dining, entertainment, and travel directions, acting as on-site Concierge.
• Inputs messages into the computer.  Retrieves messages and communicates the content to the guest.
• Retrieves mail, small packages and faxes for guests as requested.
• Assists guests at check out, inquires about satisfaction of stay, and resolves any issues if necessary. Also encourages guests to leave positive feedback on social media outlets.
• Fields Guest complaints, conducting thorough research to develop the most effective solutions.
• All other duties as assigned by the manager.

OTHER:
Regular attendance in conformance with the standards, which may be established by the Hotel from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action up to and including termination.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel, including nights, weekends and holidays.
Upon employment, all employees are required to fully comply with the hotel rules and regulations for the safe and efficient operation of the hotel facilities.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger. Collect accurate information and resolve conflicts.

• Ability to access and accurately input information using a moderately complex computer system.
• Able to communicate in a positive and clear speaking voice.
• Excellent organizational skills.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to use reasonable judgement when making decisions that impact guest satisfaction.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedural manuals.
• The ability to speak multiple languages is preferred, though not required.
• Meets legal age requirements for the position

EDUCATION and/or EXPERIENCE:

High school diploma is preferred, though any combination of education and/or experience that provides the required knowledge, skills and abilities will be considered. Prior Hospitality experience is also preferred.

CERTIFICATES, LICENSES AND REGISTRATIONS:

Valid California Food Handler Card

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, reach for items commonly used, speak to and listen to guests. The employee must occasionally lift and/or move up to 50 pounds. The employee must have the ability to work an overnight shift with little to no supervision, maintaining professionalism and alertness at all times.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

GROOMING:

All employees must maintain a neat, clean and well-groomed appearance; specific guidelines can be found in the Employee Handbook.