Front Office Night Supervisor

Purpose 

To manage the front desk and overall night operations in the absence of Night Manager, ensuring a positive and safe work environment. Oversee the hotel at night. Ensure all guests receive the highest level of service and handle all inquiries in an efficient, courteous, and professional manner to achieve maximum satisfaction while complying with all Four Season’s policies.  

Major Responsibilities 

General 

• Is directly responsible for the day to day key processes in his/her area of work 

• Where applicable, acts as Night Manager ; leads and motivates colleagues by example and promotes teamwork 

• Assumes training responsibilities when required; demonstrates a high degree of standards awareness 

• Actively offers operational, employee and customer (internal and external) related feedback to management 

• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule 

• Adheres to the hotel's code of conduct and grooming & hygiene standards 

• Is seen as working hands-on, assists colleagues in crunch times. 

• Actively participates in briefings and meetings; facilitates communication between employees and management 

• Maintains a clean and orderly work area and promotes a safe working environment 

• Performs any cognate duties as and when required. 

Departmental 

• Performs and supervises guest arrival, guest departure, cashiering tasks in accordance with hotel standards; fulfills special guest requests 

• Attends to concierge requests in a precise and efficient manner; provides insightful information to internal and external customers 

• Is seen as actively developing his/her network of contacts. 

• Has excellent knowledge of and is able to intuitively recommend the hotel's rooms and facilities; drives up selling programs 

• Assumes the responsibilities of the Assistant Manager in his/her absence 

• Provides genuine hospitality and recognition in the work area; maintains strict discretion; proactively updates guest history database; promote hotel services and products 

• Anticipates guest needs and takes ownership of guest concerns and requests; ensures speedy and accurate follow up where required; acts decisively to ensure guest satisfaction; reports and notifies all glitches to Assistant Manager for further follow up 

• Conducts daily briefings in the absence of management; assigns shifts and duties to junior colleagues 

• Inspects and ensures the work area is in good physical repair; reports defects and ensures timely rectification 

• Ensure Daily briefing sheet is accurate before printing and have newspapers printed for outlets. 

• Performs pre- and post-shift checks; ensures junior colleagues are immaculately groomed and aware of daily events 

• Ensures all resources for an efficient operation are in place; re-orders operating supplies when necessary 

• Ensure strict compliance with the hotel's cash handling and internal control procedures 

• Is able to recommend and arrange itineraries, hotel and transportation bookings 

• Is proficient at handling travel arrangements including issuing air tickets and boarding passes, amending travel itineraries, hotel and transportation bookings 

• Is highly sensitive to guests preferences and special requests, offers meaningful alternatives when special requests cannot be met; adds a special touch when an opportunity is presented 

• Is proficient in safe handling of equipment and machinery; reports defects and accidents to management immediately 

• Conducts routine maintenance and public area inspections 

•  Displays, at all times, a friendly, courteous and professional manner in all dealings with guests, patrons and other employees. 

•  Welcomes and register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures. 

•  Handles a multitude of keys. 

•  Quotes and be familiar with room and rate availability for current and future dates. 

•  Accepts reservations, changes and cancellations in the absence of reservations staff. 

•  Selects and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested. 

•  Works closely with the Concierge staff to coordinate the efficient handling of guest luggage and follow up on guest requests. 

•  Handles guest problems or complaints. 

•  Utilizes the computer system in running daily reports and in blocking special requests. 

•  Keeps all support departments informed of necessary information or requests. 

•  Handles safety deposit box requests; including distributing, giving access to and closing procedures. 

•  Completes key packets and vouchers, and to modify registration cards. 

•  Checks guests out of the hotel in accordance with procedures; make change, cash checks, exchange foreign currency, and post charges to guest accounts. 

•  Maintains a balanced bank assigned to you from the hotel. 

•  Reconciles sell transactions at the close of the shift and to cash out. 

•  Recites hours of operation of all hotel facilities and special service codes. 

•  Understands the tasks performed by a telephone operator, reservationists, a concierge and a housekeeper. 

•  Handles hotel emergency procedures and situations with maturity and professionalism. 

•  Perform tasks and projects as delegated by the Assistant Manager, Front Office Manager or Rooms Division Manager. 

• Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. 

• Checks guest out of the hotel, preparing and explaining the bill. 

• 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.  

• Checks in guest 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. 

• Maintains a balanced bank assigned by the hotel.  Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift. 

• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; 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. 

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

• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in Epact. 

• Works harmoniously and professionally with co-workers and supervisors.  

• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. 

• Can answer guest calls and direct them appropriately in the absence of a Communications Operator.  

• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, and lobby coverage. 

• Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service. 

• Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests. 

• Supervise all Chat and Mobile App Requests during night operations. 

• Perform any cognate duties as and when required.  

Special Requirements 

• Has 2 - 4 years of relevant experience in 5 star hotels or resorts 

• Possesses excellent English, French & Math. 

• Possesses aptitude and upward mobility.  

• Knowledge of a relevant foreign language will be an advantage 

• Possesses well developed guest PR skills 

Compliance Policies 

Grooming Policy 

Confidentiality Agreement 

Policy Against Harassment 

Electronic Systems Policy 

Code of Business Conduct and Ethics 

Employee Handbook Acknowledgement Form