Job Description

Job Description: Hotel Night Supervisor

Job Title: Hotel Night Supervisor

Location: Falls Inn & Suites, Niagara Falls, Ontario

Reports To: General Manager or Front Office Manager

Job Summary:

The Hotel Night Supervisor oversees the hotel’s nightly operations, ensuring the safety, security, and comfort of guests during the night shift. This role includes managing front desk activities, addressing guest inquiries and issues, coordinating with other departments, and ensuring smooth and efficient hotel operations throughout the night.

Key Responsibilities:

1. Guest Services:
• Oversee the front desk operations, including check-in, check-out, and guest inquiries.
• Provide exceptional customer service and address any guest issues or complaints promptly and professionally.
• Ensure guest requests are fulfilled and special accommodations are arranged as needed.
2. Safety and Security:
• Monitor hotel premises to ensure the safety and security of guests and staff.
• Conduct regular patrols of the property, including all common areas and entrances.
• Respond to and manage emergency situations, coordinating with local authorities if necessary.
3. Administrative Duties:
• Complete nightly audit tasks, including balancing revenue and preparing financial reports.
• Prepare and distribute daily reports for management review.
• Ensure all front desk records and logs are accurately maintained.
4. Staff Supervision:
• Supervise night shift staff, including front desk agents, housekeeping, and maintenance personnel.
• Provide training and support to night shift staff, ensuring they are equipped to perform their duties effectively.
• Address any performance issues and escalate to management as necessary.
5. Operational Efficiency:
• Ensure smooth transition between night and day shifts by communicating important information to incoming staff.
• Oversee the setup and breakdown of any overnight events or meetings.
• Coordinate with other departments to ensure all guest needs and operational requirements are met.
6. Policy Compliance:
• Ensure compliance with hotel policies, procedures, and standards.
• Enforce health and safety regulations and hotel security policies.
7. Guest Relations:
• Foster positive relationships with guests, addressing their needs and ensuring a high level of satisfaction.
• Manage VIP arrivals and departures, ensuring all preferences and requests are met.
8. Problem Solving:
• Quickly and effectively resolve any operational or guest issues that arise during the night shift.
• Make informed decisions in the absence of senior management.

Qualifications:

• Education:
• High school diploma or equivalent; education in hospitality management or related field preferred.
• Experience:
• Minimum of 2-3 years of experience in hotel front desk or other hotel operations or a similar role, with supervisory experience preferred.
• Skills:
• Excellent customer service and interpersonal skills.
• Strong leadership and team management abilities.
• Good organizational and multitasking skills.
• Proficient in hotel management software and Microsoft Office Suite.
• Ability to handle and resolve guest complaints and issues effectively.

Physical Requirements:

• Ability to stand, walk, and work for extended periods.
• Ability to lift and carry up to 25 pounds.

Working Conditions:

• Night shift hours, typically from 11 PM to 7 AM, including weekends and holidays.
• On-call availability for emergencies.