Overnight Front Desk Supervisor

BASIC PURPOSE:

R esponsible for managing the activities at the Front Desk during the overnight shift . Directs staff. Ensures communications and follow-up with day shift on any problems, guest requests or special requirements . S upervising the entire hotel during the overnight shift and being familiar with all Front Office, Reservation, Housekeeping, and Concierge, Valet Parking and Telephone policies and procedures. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

ESSENTIAL FUNCTIONS:

1. Create daily operations report with relevant information that is taking place around the Resort.

2. Frequently tours the hotel and monitors the activities of all other departments. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.

3. Personally handles all guest relocations according to established guidelines.

4. Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.

5. Reviews late arrivals, next day early arrivals and departures to plan for the next day’s activities . Coordinates arrivals, departures, and billing requirements. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.

6. Assures that all financial and credit procedures are followed . When taking a shift at the desk, follows up on credit problems. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.

7. Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees without requiring special direction. Responds swiftly and effectively in any hotel emergency or safety situation.

8. Checks guest in and out in an efficient and friendly manner, using guest name whenever possible . Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room . Issues correct keys to the guest. Checks out guest at end of stay . Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest . Settles bill accurately through credit card or cash transaction.

9. Utilizes a variety of computer systems to check guests in and out, run daily reports, run night audit reports, and select and block rooms for arriving guests.

10. Checks Staff facilities such as Locker Rooms and Staff Dining Room to assure that they are operating at Four Seasons standards . Communicate to HR when they are not . Acts as a liaison for overnight shift with HR

SKILLS/EXPERIENCE REQUIRED:

1. Excellent reading, writing and oral proficiency in the English language.

2. One to two years previous Front Desk Supervisor experience preferred.