Front Office Supervisor - Overnight

Job Description

Job Description

Company Description

Breathe deeply, dream wildly, and discover a soulful sanctuary where finding yourself comes naturally. Magic sits around every corner and within every conversation. It enchants through the charm of Los Peñasquitos Canyon and the sunshine of San Diego. It’s where classic meets cool, the fine unwinds into fun, and inspiration leads to immersion. 

Bask in the San Diego sunshine and enjoy our five-star setting at Fairmont Grand Del Mar. Immersed in nature, the resort hosts 249 elegantly appointed guestrooms and suites, an 18-hole private Tom Fazio-designed golf course, a five-star spa and offers two dozen weekly outdoor activities across the 400 acres of dramatic canyon scenery including yoga, meditation and archery. The Grand includes six different dining venues, including San Diego’s only three-Michelin starred restaurant, Addison.  

Growth and advancement are not only accessible but actively encouraged. We promote a balanced life for our colleagues and continually seek new ways to enhance our environment and support our beautiful home of San Diego. 

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities
• Career development opportunities with national and international promotion opportunities. The sky is your limit.
• Rate of Pay: $25.50/hour USD

Job Description

If you enjoy a job where every day is different, then Overnight Front Office Supervisor is the role for you! As an Overnight Front Office Supervisor, you will lead the front office team by demonstrating exemplary guest service and follow through. You will be essential in creating an environment where the team is motivated and creative, ensuring guests have a pleasant experience throughout their stay. 

What you will be doing: 

• Consistently offer professional, friendly and engaging service 
• You provide a warm welcome and assists guests according to Fairmont Hotels & Resorts Brand Standards 
• You assist the Director of Front Office in all aspects of the department and ensure service standards are followed 
• You are able to manage the operation and make decisions in the absence of senior leadership 
• You are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed 
• You ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, and Front Desk is continuously clean and tidy 
• You provide managerial support for Front Desk, Guest Services and Housekeeping in the daily operational duties for these areas in the absence of the department managers 
• You are an inspiration to all hotel staff to achieve luxury levels of performance 
• You are an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression 
• You communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation 
• You train Overnight Front Desk Colleagues and fulfill training role  
• You drive rate and RevPar through upselling room types 
• You resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner 
• You assist the Front Office and Accounting Teams in the completion of Daily Accounting, IT and Audit work 
• You generate and distribute management reports 
• You assist the guests with any comments, questions, or concerns during their stay 
• You make recommendations for activities and restaurants 
• You assist with luggage and transportations inquiries 
• You enroll guests to Accor Live Limitless loyalty program and update profiles when applicable 
• You liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering) 
• You are present at the Reception desk whenever possible 
• You deal promptly and effectively with any complaints 
• You coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible 
• You conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems 
• You liaise with Guest Services to ensure swift baggage dispatch and collection 
• You follow up on late cancellations and no shows and charge when appropriate 
• You deal with room moves, and ensures seamless communication of these with the relevant departments 
• You check potential room revenue for any discrepancies and do necessary corrections 
• You maintain amicable and co-operative working relations with all other departments 
• You ensure enough supplies of all stationary items are in storage 
• You visually observe associate productivity and provide constructive feedback and coaching when applicable 
• You determine and communicate necessary projects for operation or cleanliness 
• You ensure all appropriate paperwork is received from guest and colleagues for accounting 
• You prioritize the daily activities of the Front Desk Team 
• You assist in ensuring breaks are taken as scheduled 
• You ensure cleanliness, safety and order in all Front Desk areas and reports and action deficiencies as necessary 
• You are familiar with Hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction 
• You are familiar with Fairmont Grand Del Mar, all the facilities and services offered 
• Follow all safety and sanitation policies 
• Other duties as assigned 

Qualifications

• Two-year hotel Front Office experience plus one year of supervisory experience preferred.  
• Must be able to speak, read, write and understand the primary language(s) used in the workplace 
• High school or equivalent education required.  Bachelor’s Degree preferred 
• Must be able to read and write to facilitate the communication process 
• Requires good communication skills, both verbal and written 
• Must possess basic computational ability   
• Must possess basic computer skills  
• Ability to supervise subordinate staff, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary 
• Ability to solve problems and make rational decisions 
• Knowledge of Resort operations, its services, and facilities 
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA 

Physical Demands 

• Most work tasks are performed indoors. Temperature generally is moderate and controlled by Resort environmental systems 
• Position requires walking and giving direction most of the working day; must be able to stand and exert well-paced mobility for up to 4 hours in length.  Length of time of these tasks may vary from day to day and task to task 
• Must be able to exert well-paced ability to reach different outlets and other departments of the Resort on a timely basis 
• Must be able to exert well-paced ability in limited space 
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks 
• Must be able to lift up to 15 lbs. on a regular and continuing basis 
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity 
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates 
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception 
• Requires manual dexterity to use and operate all necessary equipment 
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed 

This description is intended to indicate the typical kinds of tasks and levels of difficulty that are required of positions given this title.  This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.  It is not intended to limit or in any way modify the right of any supervisor to assign, direct and control the work of employees under his/her supervision. 

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS