Night Supervisor

Job Overview:

Responsible for the accurate, courteous and efficient reservation check-in/check-out of hotel guests. Processes all payments according to established hotel requirements. Perform night audit in accordance with pre-determined standards. Provide information to any guest or visitor inquiry. 

Place of work:

Front desk and back office areas. A focal point for all guest/visitor reception and inquiries.

1. High School Graduate.

2. Possess an excellent command of the English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.

3. Ability to provide legible communication.

4. Ability to compute basic mathematical calculations.

5. Knowledge of computers.

Desirable:

1. A college education or training in the hospitality industry.

2. Previous experience as a Front Office Receptionist in a luxury market.

3. Fluency in a second language.

Essential Skills:

1. Ability to input and access data in a computer.
2. Ability to focus attention on guest needs, remaining calm and courteous.
3. Ability to understand guest inquiries and provide responses.
4. Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
5. Ability to think clearly, quickly, maintains concentration and makes concise decisions.
6. Ability to prioritize, organize and follow up.
7. Ability to focus attention on details.
8. Ability to maintain confidentiality of all guest information and pertinent hotel data.
9. Ability to ensure security of guestroom access.
10. Ability two work well under the pressure within any given period of time.
11. Ability to work well under the pressure of coordinating many requests at any given time.
12. Ability to remain stationary at an assigned post for an extended period of time.
13. Ability to perform job functions no minimal supervision.
14. Ability to work cohesively with other departments and co-workers as part of a team.
15. Ability to be flexible as the job changes.
16. Ability to analyze and resolve problems exercising good judgment.
17. Ability to work flexible hours, including weekends, holidays and evenings if necessary.
18. Must have a professional image and personality exuding confidence and leadership skills.
19. Be an ambassador to Bulgari Hotels & Resorts Company at all times, in and outside of one’s workplace.

Primary job functions:

1. Maintain complete knowledge of:
2. All hotel features/services, hours of operations.
3. All hotel restaurant food concepts, menu price range, dress code and ambiance.
4. All hotel room types, numbers/names, layout appointments, amenities and locations.
5. All hotel room rates, special packages and promotions.
6. Daily house count and expected arrivals/departures.
7. Scheduled daily group activities, names and locations of meeting/banquet rooms.
8. Room availability status for any given day.
9. Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
10. Obtain assigned bank and ensure accuracy of contracted monies.
11. Meet with supervisor to review daily assignments and priorities.
12. Meet with departing Front Desk Agent to review business status and follow up items.
13. Access all functions of computer systems according to established procedures and standards.
14. Set up workstations with necessary supplies; maintain cleanliness throughout shift.
15. Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
16. Promote positive guest relations to all individuals approaching the Front Desk.
17. Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
18. Process all guest check-in according to established hotel requirements:
19. Confirm reservation in system and review all noted information.
20. For guests without a reservation, sell a room type agreed upon.
21. Register guest in the computer and generate a registrations card.
22. Verify registration card information with guest.
23. Obtain back-up information for guest; credit/payment method and input into system; collect cash when designated.
24. Assign guestroom.
25. Advice guest of any messages, mail, faxes, etc, received for them.
26. Inform guest of room safe and mini-bar key and room key procedures.
27. Issue parking passes/validate valet parking tickets and enter information in computer.
28. Communicate services and amenities included in packages to guests on packages.
29. Obtain proper identification for tax exempt guests and attach form to registration card.
30. Obtain guest signature for designated paperwork.
31. Coordinate Bell Person to escort guest and transport their luggage to the room.
32. Collect guest preferences for all guests.
33. Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of amenities.
34. Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp).
35. Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for “walking” guests.
36. Accommodate room changes expediently.
37. Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
38. Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 10 minutes to ensure completion and guest satisfaction. 
39. Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
40. Offer detailed information on the voice mail system to callers and guest wishing to leave a message.
41. Accept and record wake-up call requests; deliver to PBX.
42. Issue safe deposit boxes to guests and ensure security of keys.
43. Distribute all guest department mail.
44. Monitor, send and distribute guest faxes.
45. Document and confirm reservations and cancellations.
46. Block rooms in the computer and follow through on designated requirements.
47. Pre-register designated guests and prepare key packets.
48. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
49. Generate, print and distribute daily and weekly reports.
50. Resolve discrepancies on the room status report with Housekeeping.
51. Report discrepancies to the manager and resolve. Report resolution to manager.
52. Process all check–outs according to established hotel requirements.
53. Resolve any late charges.
54. Present folio to guest and resolve and disputed charges.
55. Settle guest accounts following Accounting procedures.
56. Retrieve guestroom key form guest.
57. Request guest comments on their stay.
58. Conduct group check-ins/outs according to established hotel procedures.
59. Assist all departments /executives in obtaining appropriate information regarding groups, inventory and guest information.
60. Adhere to all cashiering procedures.
61. Legibly document pertinent information in the logbook.
62. Successful completion of the training/certification process.
63. Perform any task assigned by any manager.
64. Take down system and perform night audit functions as specified.
65. Cash handling tasks: handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times.

Secondary job functions:

1. Assist PBX, Front Desk, Bell stand and Reservations as assigned.
2. Provide guestroom and hotel tours.
3. Legibly document maintenance needs on work orders and submit to manager.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.