Front Desk Supervisor, Overnight

Main Duties

The Front Office Supervisor-Overnight is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow.

• Supervises and manages team members. Ensure and maintain the productivity level of team members and ensure quality and that standards meet the expectations of guests on a daily basis.

• Contact appropriate individual or department (e.g. F&B outlets, Housekeeping, Engineering) as necessary to resolve service calls, requests, or glitches.

• Develop specific goals and plans to prioritize, organize and accomplish your work. Provide the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.

• Provide services that are above and beyond for guest satisfaction and retention. Participate in the development and implementation of corrective action plans to improve guest satisfaction and strive to improve service performance.

• Improve service by communicating and assisting individuals to understand guest needs, provide guidance, feedback and individual coaching when needed.

• Respond to and handle guest problems and complaints.

• Report accidents, injuries, and unsafe work conditions; complete safety training and certifications.

• Work closely with Loss Prevention to ensure safety of our guests and team members.

• Understand and comply with loss prevention policies and procedures.

• Schedule team members to business demands and track team member time and attendance.

• Identify opportunities to optimize performance and create value by challenging existing processes, encouraging innovation and driving necessary change.

• Establish and maintain open, collaborative internal and external relationships and ensure direct reports do the same. Assist team in developing lasting relationships with guests to secure repeat business.

• Provide inspirational leadership to enliven the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars.

• Train department team members: plan, assign and direct work; reward team members; address complaints and resolve problems. Provide guidance and direction to subordinates through coaching, counseling, mentoring, and reviewing performance. Empower team members to deliver the ultimate guest experience.

• A post-secondary diploma or degree in a field of study related to this profession;
  Minimum of 2 years of experience in a comparable position and/or an equivalent combination of education and experience.

• Prior management experience in a quality luxury hotel brand.

• Proficient in verbal and written English communication.

• Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.

• Excellent verbal and written communication skills.

• Proficient in verbal and written English communication.

• While performing the duties of this job, the team member is regularly required to stand; use hands/fingers; to handle, or feel objects, reach with hands and arms, talk, hear, taste & smell. The team member is frequently required to walk, kneel, or crouch and must possess the ability to stand for long periods (more than 8 hours).

• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends, to accommodate the business and demands of the property.

Starwood Hotels is an equal opportunity employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodation, please visit People Operations.

Please note that your job description is not an exhaustive list of tasks and duties, but serves as a guideline for daily duties, which may change from time to time.