Overnight Front Office Supervisor

Company Description

We are looking for Delano Miami Beach. Set to open its doors in early 2026, Delano Miami Beach will fuse historic charm with contemporary luxury, reflecting a reimagined experience that pays homage to the original visionary concept. Comprising 171 rooms and distinct food and beverage concepts, the hotel will preserve its iconic walk‑in pool and unveil a new pool on an amenity deck, offering breathtaking ocean views.

Delano Miami Beach will act as the brand’s flagship location, re‑establishing Delano as a trailblazer in luxury lifestyle hospitality. Ennismore, in partnership with Cain International (the owners of Delano Miami Beach as well as partner in the Delano brand), is currently undertaking a significant renovation and redevelopment of the iconic hotel.

Under the general guidance of the Overnight Manager, the Overnight Front Desk Supervisor is responsible for supervising the Guest Service Agents while overseeing the Front Desk. The Overnight Front Desk Supervisor is also responsible for covering the Overnight Manager’s duties in their absence. The Overnight Front Desk Supervisor reports directly to the Night Manager and the functional positions of Guest Service Agents report to the Overnight Front Desk Supervisor.

• Has current knowledge of the day’s arrivals and departures.
• Follows up on any pending departures and assesses the appropriate charges.
• Monitors the Housekeeping statuses of the pending arrivals and ensures that there are available rooms for walk‑in guests, and upsells reservations.
• Provides seamless check‑in and checkout experiences for guests.
• Handles guest comments and concerns in a timely and appropriate manner.
• Relays all guest comments and concerns to the Assistant Managers or appropriate departments and ensures proper follow‑up.
• Ensures that all Nuvola tickets are followed up to resolve guest requests in a timely manner.
• Proactively gathers guest profile information.
• Acts on guest profile information to delight guests.
• Works to anticipate guests’ needs to delight them and exceed their expectations.
• Reviews and signs off on receptionists’ audits.
• Processes all No Show charges.
• Follows up on waiting rooms and monitors guest waiting times.
• Possesses a basic understanding of accounting.
• Provides guests with an updated and correct folio of their account upon request.
• Investigates and resolves 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 check‑out.
• Has knowledge of all in‑house groups and events, 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 the hotel location and surrounding attractions.
• Avoids upgrading guests into higher room categories, instead encourages upselling into the higher room category at the corresponding rate, and encourages receptionists to do the same.
• Performs weekly grooming checks and ensures receptionists are always up to standards.
• Protects the privacy of guests and co‑workers at all times.
• Follows safety guidelines at all times.
• Supervises receptionists on shift, offers help and counsel when needed.
• Ensures receptionists’ tasks are performed in a 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, and cancels reservations when needed and assesses the corresponding charges if they apply.
• Keeps the front desk stocked with sufficient material 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.
• Additional duties include but are not limited to:
• Arrange dinner reservations.
• Arrange transportation services, via taxis or with concierge.
• Store and retrieve luggage.
• Confirm 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.
• We recognize we are in the hospitality industry and may require us to provide lateral service.
• Occasionally we may call on each team member to perform related tasks as needed in the spirit of providing exceptional guest service.

All your information will be kept confidential according to EEO guidelines.