We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.
Rosewood Miramar Beach, A Rosewood Hotel, is looking for an extraordinary Front Office Overnight Supervisor. The Front Office Overnight Supervisor is responsible and have the ability to assume responsibility for the execution of the Overnight Shift policies and procedures and manage the nightly operations. Responsible for all aspects of the Front Office functions, in accordance with resort’s standards as well as ensuring all necessary paperwork and administration are processed and adhered to in a professional and courteous manner.Essential Duties and Responsibilities:
Oversees the overnight shift in with Overnight Manager. Directs and controls the activities of the Front Desk Department.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 of Rosewood Miramar Beach standards and procedures. Ensure that standards are maintained at a superior level daily. Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. 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. Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation. Complies with Rosewood Miramar Beach’s Safety Standards. Works harmoniously and professionally with all colleagues. Acts as the senior staff in the overnight shift. Advanced computer skills including spreadsheet development and maintenance using - Excel and web database reporting. Experience managing and prioritizing multiple tasks and work both independently and as part of a team. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments and location. All room rates, special packages and promotions. Daily house counts and expected arrivals/departures/ VIPs. Room availability status for any given day. Scheduled in-house group activities, locations and times. All hotel and departmental policies and procedures. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations. Ensure that associates report to work as scheduled. Document any late or absent employees. Conduct pre-shift meeting with associates and review all information pertinent to the day's business. Inspect grooming and attire of associates; rectify any deficiencies. Monitor guest mail and ensure that it is processed according to procedures. Assist associates with their job functions to ensure optimum service to guests. Observe guest reactions and confer frequently with associates to ensure guest satisfaction. Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations. Ensure security of guestroom access. Complete the Overnight Checklist.Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.Review previous night's no-shows, verify and ensure billing of such. Assist associates with expediting problem payments. The ability to handle guest complaints keeping senior management well informed of any problems and action taken. The ability to complete any project assigned by management.General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems; follow directions thoroughly; understand a guest’s service needs; ability to work well under pressure when handling high volume phone calls and email reservation requests; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
Technical Skills: Proficient in Microsoft Office
Language: Required to speak, read and write English, with fluency in other languages preferred.
Physical Requirements: Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
General Skills: The candidate must have strong leadership skills, business acumen, strong work ethic and people-management, computer systems and effective communication skills
Qualifications:
Diploma/Some College or an equivalent combination of education and work-related experience.In addition, the candidate must possess interpersonal skills and able to lead/supervise all the team members. Additionally, the candidate must be able to prioritize and adapt to the changing needs of the operation.Experience:
Minimum two years’ experience in Front Desk role or similar. Hotel operational exposure (i.e. Spa, F&B, and Reservations) preferred.Experience with a luxury property or brand preferred.Experience in Opera, Seven rooms, Alice but preferred but not necessary.The pay scale for this position is between $28.00 and $30.00/hour. This is the pay range for this position that the Hotel reasonably expects to pay.