Overnight Front Office Supervisor

AccorHotel•Miami Beach, FL

About The Position

Under the general guidance of the Overnight Manager. The Overnight Front Desk Supervisor is responsible for, but not limited to, supervising the Guest Service Agents while overseeing the Front desk. Additionally, the Overnight Front Desk Supervisor is responsible for covering the Overnight Manager’s duties at his / her absence. The Overnight Front Desk Supervisor will report directly to the Night Manager. The functional positions of Guest Service Agents will report to the Overnight Front Desk Supervisor.

Responsibilities

Has current knowledge of the day’s arrivals and departures.
Follows-up on any pending departures and asses the appropriate charges.
Monitors the Housekeeping statuses of the pending arrivals and ensures that there are available rooms for walk-in guests, and up sell reservations.
Provides seamless check-in and checkout experiences for our guests.
Handles guest comments and concerns in a timely and appropriate manner.
Relays all guest comments and concerns to the Assistant Managers / appropriate departments and ensures proper follow-up.
Make sure that all Nuvola tickets are followed up to ensure guest requests are resolved on a timely manner
Proactively gathers guest profile information.
Acts on guest profile information to completely delight our guests.
Works to anticipate our guests needs to delight them and exceed their expectations.
Reviews and signs off on receptionist’s audits.
Processes all No Show charges
Follows up on waiting rooms and stays on top of guest’s waiting times.
Possess a basic understanding of accounting.
Provides the guests upon their request with an updated and correct folio of their guest account.
Investigates and dissolves disputed charges on guest accounts.
Ensures open communication with the guest service staff to communicate guest requests such as luggage requests for check-in and checkout.
Has knowledge of all groups and events in-house including special requirements and billing arrangements.
Provides potential guests with tours of the hotel property and guest rooms.
Has knowledge of the area competition and the services and amenities offered.
Has general knowledge of hotel location and surrounding attractions.
Avoids upgrading guests into higher room categories, instead ensures to up sell them into the higher room category at the corresponding rate, and encourages the receptionists to do the same.
Performs weekly grooming checks and ensures receptionists are always up to standards.
Protects privacy of guests and co-workers at all times.
Follows safety guidelines at all times.
Supervises receptionists on shift, offers help and counsels when needed.
Ensures receptionist’s tasks are performed on timely manner and carried out appropriately.
Supervises and controls meal periods and breaks along with Assistant Managers.
Performs duties within a time management guideline.
Processes and handles guest calls, outside calls, takes messages, and wake up calls.
Responds to Reservation inquiries, takes, changes, cancels reservations when needed and assesses the corresponding charges if they apply.
Keeps the front desk with sufficient stock of materials and supplies and ensures tidiness at all times.
Attends handover meetings in a timely manner, attentive and ready to take responsibility and ownership of issues presented.
Conducts spot checks on Data Audit.
Arrange dinner reservations.
Arrange transportation services, via taxis or with concierge.
Store and retrieve luggage.
Confirming Spa appointments and general knowledge of services.
Secure guest valuables with security or in guest safe room.
Storage and handling of guest mail and packages.