Sr. Overnight Supervisor

Job Description

Job Description

The Senior Overnight Supervisor is responsible for overseeing overnight hotel operations while upholding the highest standards of luxury hospitality, guest care, safety, and operational excellence. Reporting directly to the Resort Manager, this role serves as the primary overnight leadership presence on property and supports operational continuity across Front Office, Night Audit, Security, Engineering response, and guest service operations. This position requires a proactive, solutions-oriented leader capable of independently managing overnight hotel operations while responding calmly and professionally to guest concerns, safety matters, operational challenges, and emergency situations. The Senior Overnight Supervisor plays a critical role in maintaining a safe, secure, and seamless overnight guest experience while ensuring overnight operational standards are consistently maintained throughout the property.

MAIN DUTIES AND RESPONSIBILITIES:

Overnight Security & Safety Operations

• Conduct routine patrols throughout the property to identify, address, and report safety or security concerns.
• Monitor guest and employee parking areas to maintain a safe and secure environment.
• Assist employees departing evening shifts and arriving for morning shifts within employee parking areas as needed.
• Respond to overnight guest or colleague safety concerns with professionalism and urgency.
• Support Food & Beverage operations with guest-related safety concerns when necessary.
• Maintain awareness of overnight property activity and operational conditions.
• Serve as the primary overnight leader during fire alarms, emergencies, evacuations, medical incidents, or other critical situations.
• Complete incident reports and operational documentation accurately and thoroughly.

Front Office & Night Audit Support

• Provide emergency front desk coverage in the event of staffing shortages, meal breaks, or call-outs.
• Process and complete the nightly audit within HMS and other hotel operating systems.
• Prepare and organize daily operational and audit-related reports utilizing HMS and Alice.
• Support overnight guest arrivals, departures, room moves, and special requests.
• Cover front desk meal breaks when only one Front Desk Agent is scheduled.
• Assist with overnight guest requests, vehicle call-ups, billing concerns, and reservation-related matters.
• Support guest recovery efforts and resolve escalated guest concerns during overnight operations.
• Deliver requested guest items including towels, toiletries, luggage assistance, and additional amenities as needed.

Engineering & Guest Response Support

• Respond to basic overnight engineering-related guest concerns, including fireplaces, plumbing issues, heating and air conditioning concerns, lighting, and general guestroom functionality.
• Coordinate with the Engineering team regarding urgent or unresolved maintenance matters requiring escalation or follow-up.
• Maintain operational awareness of guestrooms and public spaces to ensure presentation, cleanliness, and luxury standards are upheld overnight.
• Assist with operational support requests across departments as needed to maintain overnight service continuity.

Guest Experience & Operational Excellence

• Provide professional, timely, and personalized responses to overnight guest requests and operational needs.
• Remain professional, composed, and solutions-oriented when handling guest concerns or challenging situations.
• Support exceptional luxury service standards through responsiveness, professionalism, and operational follow-through.
• Maintain confidentiality and security of all guest and hotel information.
• Work cohesively with all hotel departments to support seamless overnight operations and guest experiences.
• Demonstrate the ability to work independently and maintain operational oversight with limited overnight