Overnight Supervisor

Position Summary

As an integral part of a team, is responsible for continuously looking for ways to improve each guest’s experience from providing exceptional guest service to being the liaison with both hotel and non-hotel services. The Overnight Supervisor oversees the overnight hotel’s operations to ensure the department runs effectively and efficiently. Responsible for the end-of-the-day financial reporting and reconciling. Must know hotel PMS system. The Overnight Supervisor also responds to all guest's requests, challenges, concerns, and/or incidents in an efficient manner. This position also requires customary and regular exercise of independent judgment and discretionary powers in the day-to-day performance of the job duties.

                                             
Essential Functions

• Serves as a liaison between hotel and guests, while maintaining a high level of service. Meet, greet, and make guests feel welcome.
• Display a proactive and leading role in terms of service, culture, development, team image, systems, procedures, and skill development.
• Ensure all charges have been properly posted to the appropriate guest folio or master account.
• Compiles the daily reports and submits them to management
• Produces daily revenue report and submits to management
• Perform guest check-ins check-outs and room assignments.
• Field guest complaints and conduct thorough research to develop the most effective solutions.
• Responds to all guest emergencies as first responder. Knows all safety and understands emergency procedures. Understand accident prevention policies.
• Assist in necessary correspondence to guests and partners, as needed. (i.e., email, thank you letter, response to online feedback, and hotel website inquiries.)
• Work closely with all other departments to ensure hotel service is coordinated to provide the best in terms of guest and employee satisfaction.
• Be the “eyes and ears’ for security of the hotel.
• Performs other related duties as may be required or assigned.

Education/Experience

• High school diploma or equivalent vocational training certificate.
• Minimum one (1) year of supervisory experience in a hotel or similar hospitality-related operation preferred. Experience with property management systems is helpful.  
• Any combination of education and experience would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

Physical and Mental Demands

The physical demands and work environment characteristics 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 enable individuals with disabilities to perform essential functions.

• Must be physically able to access all work areas and perform all tasks and services required to fully perform the requirements of the job. Duties require sitting, standing, walking, lifting, bending and stretching. Requires being able to adapt quickly to changing conditions.
• May require lifting and carrying materials weighing up to 20 lbs. on occasion.
• Requires working under deadlines and pressure; dealing with difficult people or situations involving customer service issues; and establishing and maintaining cooperative and productive work relationships.
• Must have an outgoing, positive attitude in dealing with guests, management, and employees.
• Requires ability to speak clearly to staff, managers, and guests to give instructions and explanations; ability to listen to and understand managers, staff, and guests; ability to receive and give instructions via telephone, computer messages, face-to-face, and in writing.
• Able to handle multiple priorities; anticipate needs of the company and guests; resolve basic customer service issues.

Knowledge, Skills, and Abilities

• Proficiency in MS and Windows operating systems.
• Ensure familiarity with all hotel services and features.
• Speaks, reads, and writes proper English. Japanese speaking is preferred.
• Friendly, outgoing personality and professional demeanor.
• Ability to work independently, deal with interruptions, and to successfully manage multiple tasks.
• Ability to anticipate guests' needs; respond promptly and acknowledge all guests.
• Ability to input and access information in a property management system/application.
• Must have the ability to work harmoniously in a team setting with colleagues, guests, and management.
• Must be highly organized, detail-oriented, and have the ability to multi-task.
• Maintain high standards of personal appearance and grooming.

Work Environment

• Ability to work any day or hours.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Discounted parking on property
• Meal program