Front Desk Supervisor, Overnight
SH Hotels & ResortsAbout the role
Grow with us...
Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.
Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. A job at 1 Hotels is about more than punching a clock. It's about changing the world - little by little. We're the world's first mission-driven hotel company and we've got some lofty goals. All we ask is that you bring your true self and do all the good you can!
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.
GENERAL DUTIES:
Supervises and manages team members. Ensure and maintains 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 processe
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