Overnight Supervisor

Overnight Supervisor

The Overnight Supervisor is responsible to perform the established close of day functions for the resort, spa and F&B operations and to create the daily status sheet. The Overnight Supervisor represents management as acting M.O.D. during their hours of duty. The Overnight Supervisor is granted limited authority to troubleshoot operational issues and guest or associate problems. They are responsible for loss prevention and ensuring the safety and well being of all people on the property. The Overnight Supervisor is responsible for representing the Front Desk Team during overnight hours and will assist in concierge duties, calls, and requests. The Overnight Supervisor will assist setting up the daytime team for a successful morning shift and taking on any requests that the evening team might ask the overnight to be aware of and to follow up on.

Essential functions include creating a genuine, informative, and personalized guest experience, using the guest's name whenever possible and appropriate, and acting according to the policies and procedures established in the associate handbook. The Overnight Supervisor must maintain complete awareness of facilities, hours of operation, emergency procedures and rules of conduct. They should be aware of resort occupancy, restaurant guest count and private dining or group activities. Cooperation with department managers, security and staff members is required to promote customer service, the integrity of the Finance department and spirit of The Lodge at Blue Sky.

The Overnight Supervisor is responsible for completing projects assigned by Rooms Operations Supervisor/Assistant Director of Finance/and Front Office Manager. They must prepare the daily status sheet with consistency and attention to detail. Responding to all emergencies as established in the Management Emergency Procedure Guidelines swiftly and confidently is crucial. The Overnight Supervisor should always be prepared to respond immediately to guests arriving late, room service orders, luggage assistance and guests checking out. They must know how to efficiently check guests in and out while utilizing property standards.

Additional duties include escorting guests arriving late to their room and providing room orientation, performing all Night Audit tasks as directed to close and reconcile the day's receipts, and participating in and supporting hotel and company efforts towards sustainability and environmental initiatives as part of the Green Team program. The Overnight Supervisor should provide room service and assist guests whenever necessary, maintain familiarity with reservations including checking availability, front desk including billing, and concierge including Blue Sky activities.

The Overnight Supervisor must learn and utilize Forbes 5-Star and Auberge Standards whenever interacting with guests. They should maintain complete knowledge of property and other information including all facilities/services offered and hours of operation, all unit types, layout, décor, attributes and locations, daily stats, including availability, arrivals, and departures, entertainment/special events scheduled on the property and in the area, directions to the property from airports and other major landmarks, and general info, descriptions, and directions for local services, restaurants, skiing, hiking and other points of interests.

The Overnight Supervisor should ensure all guest needs are met throughout their stay, engage guests in a gracious and professional manner as they come in contact with the guest reception area, assist and ensure effective guest challenge resolution, and make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenue and reducing costs. They should provide guests with wake up calls and perform other tasks for the given night as requested for the overnight by any PM MOD. The Overnight Supervisor will perform other duties as directed, developed or assigned.

Qualifications include a genuine affinity for interacting meaningfully and positively with Lodge teammates, self-confidence and leadership skills, basic knowledge of accounting theory, proficiency with computers, high school graduate or equivalent, one year experience in a cash-handling position, critical thinking and multi-tasking skills, ability to make decisions under pressure and display comfort in a fast-paced environment, clear criminal record, excellent service, etiquette, and protocol skills and knowledge, and familiarity with Northern Utah (particularly the Park City/Summit County area), its geography, recreation opportunities, restaurants, events, sights, and other places of interest.

Skills include ability to clearly communicate in English with guests, employees, owners, and management both orally and in writing, ability to handle multiple tasks seamlessly, prioritizing with utmost care for the guest experience, including balancing operating computer programs, in-person guest needs, and professional telephone interaction, ability to input and retrieve data from a computer, ability to master multiple programs and operating procedures, ability to learn and perform CPR and First Aid, ability to work independently and prioritize tasks, in an overnight setting, ability to think critically and solve problems as they arise, ability to be a clear thinker and remain calm under pressure, ability to maintain the confidentiality of guest information and designated hotel data, ability to work cohesively with other departments and individuals as part of the team, ability to prioritize and follow up on work assignments, and provides great attention to detail.