Overnight Supervisor

JOIN LOTTE

LOTTE HOTEL SEATTLE is hiring passionate and talented hospitality professionals to join our journey in Seattle and share a great story that pursues love, freedom, and life to move the hearts of our guests. We are seeking professionals who are looking for a place that inspires them, challenges them, and makes them proud of where they work.

PURPOSE OF THE POSITION

The role of the Overnight Supervisor is to oversee and coordinate operations during the overnight shift, ensuring smooth service delivery and operational efficiency. This position is responsible for supervising hourly team members, ensuring compliance with hotel policies, and maintaining high standards of guest service and safety, this position is also expected to report potential policy violations to management for handling.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• EDUCATION: High school diploma or equivalent required. Bachelor's degree in a related field preferred.
• EXPERIENCE: Previous experience in a supervisory role within hotel front office operations, including guest room management and night audit, preferred.
• SKILLS/ABILITIES:
  • Strong communication and organizational skills.
  • Ability to handle multiple tasks in a fast-paced environment with high attention to detail.
  • Ability to analyze operational data and communicate with management for continuous improvement.
  • Strong problem-solving abilities.
  • Fluent in English (both written and verbal) to effectively communicate with guests and team members.
  • Ability to work independently while fostering a team-oriented environment.
  • Results-oriented with a commitment to achieving operational goals.
  • Proficient in MS Office Suite (Word, Excel, PowerPoint) and other relevant software.
  • Knowledge of hotel and restaurant operations, including relevant laws and safety regulations.
• WORK SCHEDULE: Flexibility required to work nights, weekends, and holidays as necessary to meet operational needs.

SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITIES

• Must have strong verbal and written communication skills to lead team members and provide clear guest service instructions.
• Must be proficient in basic computer skills and able to use hotel management systems and point-of-sale software.
• Familiarity with applicable hotel industry regulations, including safety, sanitation, and guest privacy laws.
• Ability to supervise and guide a team to meet operational standards.

ESSENTIAL FUNCTIONS

• Front Desk/Night Audit

• Guest Services & Check-Ins/Check-Outs
• Manage late-night arrivals, departures, and guest inquiries.
• Resolve escalated guest concerns, ensuring high satisfaction.
• Night Audit Processes
• Balance daily financial transactions and ensure system accuracy.
• Run audit reports, identify discrepancies, and troubleshoot issues.
• Lobby Oversight & Security
• Monitor and ensure the safety of the lobby and front desk area.
• Coordinate with security and engineering teams for any concerns
• Supervisory Oversight of Other Departments

• Houseman/In-Room Dining Operations
• Assign tasks like delivering extra linens or room service orders.
• Ensure efficient completion of guest requests and cleanliness in common areas.
• Engineering/Maintenance Coordination
• Handle urgent maintenance issues and communicate with engineers for repairs.
• Conduct nightly property walkthroughs to identify and report problems.
• Overnight Cleaners & Facility Readiness
• Inspect public areas for cleanliness and provide feedback to the cleaning team.
• Coordinate with staff to maintain lobby, restrooms, and banquet areas.
• Back of House (BOH) Inspections
• Conduct regular walkthroughs of BOH areas, including kitchens, storage rooms, and staff lounges.
• Ensure BOH areas are clean, organized, and comply with safety and hygiene standards.
• Address issues like spills, clutter, or equipment malfunctions promptly.
• Reporting & Handover
• Compile detailed shift reports for the morning team.
• Highlight unresolved issues, guest feedback, and staff performance.

SUPPORTIVE ROLES

• Foster strong working relationships with other departments to ensure effective communication and collaboration.
• Ensure adherence to hotel policies and procedures, including sanitation, safety, and fire prevention standards.
• Represent the hotel's service standards and lead by example in maintaining professionalism and high-quality guest service.
• Provide guidance and support to hourly team members to foster collaboration and excellent customer service

2025 Awards & Accolades
• #1 Hotel on TripAdvisor
• Michelin Key 2025
• Trip Advisor 2025 Best in Travel
• 2025 Sunset Travel Award Winner
• TripAdvisor Travelers' Choice - Best of the Best Hotel Award - #7 US
• Wheel the World Accessibility Verification 2025
• Hotels.com Perfect Somewheres
• US News & World Report Best Hotels Rankings - 2 in Best Seattle Hotels & #46 in Best USA Hotels
• Charlotte Restaurant - OpenTable Diners' Choice
• Charlotte Restaurant - Wine Spectator's Award of Excellence
• Viddy Award - Platinum

Compensation & Benefits
• Paid time off, paid holidays, and wellness days.
• 401(k) retirement plan with company match.
• Complimentary meals and hotel discounts.

Comprehensive benefits package including medical, dental, vision, and life insurance on first day of employment

POLICIES AND PROCEDURES

• Protect guest and employee privacy and maintain confidentiality of sensitive information.
• Adhere to all cash handling and financial reporting procedures.
• Ensure that personal appearance, uniform, and grooming standards are consistently met.
• Follow hotel and department policies, procedures, and safety protocols at all times.
• Perform additional job-related duties as assigned by the management team.

This job description is a guideline for the Overnight Supervisor role and outlines key responsibilities, qualifications, and expectations. The job description may be revised periodically based on operational needs and changing work conditions. Team members will be expected to perform additional tasks as required to support hotel operations.