What are the responsibilities and job description for the Overnight Front Office Supervisor position at The Dewberry Charleston?
PRIMARY FUNCTION: Overnight Supervisor
DEPARTMENT: Front Office
REPORTS TO: Night Manager
SUMMARY:
The Overnight Supervisor is responsible for providing exceptional service for all internal and external guests while completing a thorough check-in/check-out process. This position ensures the smooth operation of all hotel operations during overnight shift hours, focusing on safety and security of the building and guests.
KEY RESPONSIBILITIES:
Major areas of responsibility include, but are not limited to:
- Schedule and direct overnight staff.
- Act as Manager on Duty for the hotel, handling guest complaints, problem-solving, disturbances, special requests, and any other issues that may arise.
- Coordinate responses to guest requests with Front Desk, Housekeeping, and Maintenance staff as needed.
- Maintain a thorough knowledge of all fire-life safety procedures and ensure they are followed.
- Act as a key member of the hotel’s emergency response team, and ensure staff are fully trained in emergency procedures.
- Report any suspicious person, activities, and/or hazardous conditions to the security department or police as needed.
- Build guest loyalty by offering assistance and recognizing returning guests.
- Escalate guest service issues where appropriate.
- Ensure all standards are being upheld in the department and that services provided are anticipatory and guest-centric.
- Ensure efficient communication between the overnight team and all other departments of the hotel.
- Manage scheduling and payroll effectively, ensuring overtime is kept to a minimum.
- Complete daily posting and balancing of guest charges and settlements for room, restaurant, bar, and activities purchases.
- Post all guest charges and payments.
- Audit and research questionable guest charges.
- Reconcile all payment transactions to guest paperwork.
- Prepare the daily cashier balance report.
- Maintain supporting documentation for all transactions.
- Verify credit card activity and check approvals.
- Assist with Front Desk coverage and respond to guest service requests.
- Research and resolve guest billing discrepancies.
- Approve and process billing adjustments.
QUALIFICATIONS:
- High school diploma/GED required.
- Minimum of three years of hotel/hospitality experience preferred.
- Minimum of one year of customer service experience required.
- Excellent verbal and written communication skills.
- Ability to handle difficult internal and external guests with tact, diplomacy, and professionalism.
- Ability to remain calm and alert, particularly during emergencies and/or heavy activity and resolve complications such as location changes or credit card issues.
- Excellent data entry and computer skills.
- Ability to lift up to fifty pounds.
- Ability to sit and stand for extended periods of time.
- Ability to work overtime, evenings, overnights, weekends, or holidays.
BENEFITS OF JOINING THE DEWBERRY TEAM:
- 401K with Company Match (4%)*
- Education Reimbursement*
- Paid Maternity Leave*
- Complimentary Downtown Parking
- Complimentary Dry Cleaning
- Complimentary Daily Lunch Buffet
- Best-in-class health & supplemental insurance*
- Optional Supplemental Coverages*
- Financial Advising with Roadside Capital
- Competitive Pay
- Advancement & Growth Opportunities
- Full-Time and Part-Time Positions
- Flexible Paid Time Off
*Indicates eligibility requirement
WHO WE ARE:
We are a tight-knit group of passionate individuals who are unrelenting when it comes to offering a flawless experience at The Dewberry while maintaining our unique brand standards. Every Teammate plays a key role in contributing to the success of the whole hotel.
ABOUT THE DEWBERRY:
As a 2022 Condé Nast Traveler Gold List award recipient for Best Hotel in the World, The Dewberry is located in the heart of downtown Charleston, bordering Marion Square, just steps from the shopping and dining on King Street, Museum Mile and The Gaillard Center.
Offering 153 thoughtfully appointed rooms, world-class service and unparalleled views, The Dewberry occupies the former L. Mendel Rivers (circa 1964) federal building and pays homage to Charleston’s century architectural splendor. The hotel is the result of owner John Dewberry’s vision of “Southern ReimaginedTM,” which he developed over the course of an eight-year renovation and preservation of the building. The hotel features several event spaces along with the nationally celebrated cocktail program at the brass bar in The Living Room, the whimsical cocktail lounge Citrus Club, treatments at our urban oasis, The Spa, the curated boutique The Shop as well as The Fifth Avenue Club by Saks Fifth Avenue.
The Dewberry is known among teammates, guests, and the community as a leader in the field of hospitality. As a brand, The Dewberry teammates, experience, and brand are authentic, humble, and innovative operators driven to anticipate needs and exceed expectations.