Front Desk Overnight Supervisor

The Overnight Front Desk Supervisor (OFDS) is responsible for accurately balancing all hotel income and expenses for every 24 hour hotel operating period. The OFDS also acts as a Front Desk Agent for the overnight front desk shift at the hotel. The OFDS is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk. The OFDS will act as the hotel system liaison during night hours. The OFDS will call in and open tickets with Opera, or system support during the overnight hours if a system fails or issues occur.

• Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).
• Regularly sell hotel rooms through direct client contact.
• Perform other duties as assigned.
• Supervise the Housekeeping and Engineering functions to ensure the delivery of superior guest services.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Responsible for the supervision of the security of cash, credit card transactions, and guest information.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel’s property management system (Opera) and reservation system to maximize revenue through occupancy and rate adjustments based on market conditions.
• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
• Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
• Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
• Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
• Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.
• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
• Supervise the daily execution of the shopper and the pour by ensuring each is stocked and maintained in an orderly and appealing manner.
• Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions.

• High School diploma or equivalent required.
• Two years of previous hotel experience required.
• Experience with Microsoft Office and Opera systems required.
• Ability to speak, read, and write fluent Spanish and English; other languages beneficial.
• Will be required to work mornings, evening, weekends, and holidays.
• Frequently standing up, bending, climbing, kneeling, and moving about the facility.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
• Professional verbal and written communication skills.
• May be required to obtain a TIPS certification.
• Frequently handling objects and equipment.
• Will be required to obtain a ServSafe certification.
• Carrying, lifting or pulling items weighing up to 50 pounds.
• Problem solving, reasoning, motivating, organizational and training abilities preferred.

• Educational Assistance
• Health Savings Account with Company Match
• Various Employee Perks and Discounts
• Company Paid Short Term and Long Term Disability Insurance
• Company Paid Life Insurance
• Paid Parental Leave
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• 401(k) Retirement Plan with Company Match
• Medical, Dental and Vision Insurance