Scope of Position

The Overnight Front Desk Supervisor is responsible for assisting the Overnight Manager and/or Manager on Duty to manage all operations, employees, and departments of the hotel during the overnight shift. He/she will ensure that daily reports are generated, daily revenues are balanced, and guests needing assistance during the shift are accommodated.

Position Requirements

• Minimum 2 years of prior guest service experience required, preferably in luxury hotel.
• Prior supervisory role experience preferred.
• Possess outstanding guest services and communication skills and professional presentation.
• Leadership skills and ability to motivate associates through difficult points within the operation.
• Handle a multitude of tasks in an ever-changing environment.
• Effective at listening to, understanding, and clarifying the concerns raised by guests and members.
• Work with and understand financial information and advanced arithmetic functions.

Responsibilities

• Process check-ins and check-outs, verify billing, create reservations, and process special requests.
• Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Give directions and arrange and/or coordinate guest request(s) when needed.
• Accountable for accurately balancing all revenue sources and completing daily financial reports.
• Process no-show reservations, prepare financial reports for managerial review.
• Close the financial day for the hotel.
• Drives sales and maximizes revenue by up-selling rooms and amenities.
• Adhere to and enforce safety and conduct rules and company policies.
• Evaluate and select among alternative courses of action quickly and accurately.
• Always comply with JW Marriott Turnberry Miami standards and regulations to encourage safe and efficient hotel operations.
• Assist during emergency situations by fulfilling duties as outlined in the hotel emergency response manual.
• Perform any additional task assigned by management.

Education

• Degree in Hospitality related major preferred.
  

Skills and Abilities

• Ability to communicate in the English language. Second language is a plus.
• Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).

Physical Requirements

• On a continuous basis, stand at a desk for long periods of time in front of a computer screen.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use telephone and computer keyboard on a daily basis.
• Must be physically fit in order to lift, pull and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.