Night Audit Supervisor Job at Marriott Bonvoy (Fort Myers)

Job Description

Overnight/PM Front Desk Supervisor is a unique position in which the individual will be responsible for directly overseeing the overnight functions of the Front Desk and Loss Prevention. The Overnight/PM Supervisor will serve as a role model and leader in maintaining a unique, professional, and most importantly hospitable warm arrival/departure experience.

Job Responsibility

Ability to interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest name
Responsible to know all functions to showcase the hotel and the hotel’s unique story to each guest
Process and supervise mobile arrivals and execute flawless service in remote check in area according to property, company, and brand guidelines
Ensure front desk team actively engages guests in and promote hotel loyalty program including new guest program enrollments
Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond
Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues that make each experience memorable
Serve as initial point of escalation any guest billing inquiries and/or concerns
Serve as department champion for Empower guest experience tool to reference, maintain, and add guest requests and preferences in accordance with property, company, and brand guidelines
Ensure team executes all required front office reports, pre-arrival planning, and checklists
Serve as a concierge by providing local information for shopping, dining, and recreational destinations. Be prepared to assist guests in setting up reservations or tours in the area
Assist with guest luggage and receive, store, and deliver both luggage and mail
Serve as initial point of escalation to resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines
Serves as property MOD in the absence of senior leadership
Assist in creating and managing department schedules
Ensure team follows scheduled shifts and follow break and lunch requirements
Report accidents, injuries, and unsafe work conditions to manager
complete safety training and certifications
Speak with others using clear and professional language
prepare and review written documents accurately and completely
answer telephones using appropriate etiquette
Develop and maintain positive working relationships with others
Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team
Report any irregular behavior from guests in public areas and or in room
Ability to take initiative and handle assignments with limited supervision
Follow all hotel policies and procedures as outlined in the team member handbook
Maintain cleanliness and order of work area
Teach, grow, train, and hold accountable the Front Desk Hosts, Prevention Officers, and Night Auditors

Requirements

High School diploma or higher
Previous hospitality supervisory experience preferred
Previous Lightspeed PMS experience preferred
Excellent customer service skills
Excellent communication skills, both verbal and written
Ability to sit or stand for extended periods of time
Ability to bend
Ability to lift, pull 40 lbs
Ability to communicate clearly
Corrected vision to normal range
Ability to work long hours as needed
Make sound judgments quickly
Work on multiple tasks, making appropriate progress towards deadlines
Able to work independently, take direction, and provide direction to others
Manage differing personalities within the office, the hotel, and the community
Maintain the highest degree of confidentiality
Ability to work effectively in stressful, high pressure situations
Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

Nice to have

Previous hospitality supervisory experience
Previous Lightspeed PMS experience

What we offer

Medical, Dental, & Vision
HSA & Flexible Spending Account Options
Basic Life & Disability Plan Options
401K Retirement Plan
Paid Time Off
Holiday Pay
Career Training & Development Opportunities
Tuition Reimbursement
Bereavement Leave
Employee Assistant Program (EAP)
Jury Duty (May vary by state)
Employee Discounts
Employee Referral Bonus
Free meal for all full-service hotel employees

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Night Audit Supervisor

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