Night Front Office Supervisor

• During their duty, Night Supervisor is expected to lead as an example in terms of appearance, attitude, equity & professionalism. Their main role is to ensure the proper work of the operations.
• Reporting to AFOM/FOM. Night Supervisor is responsible for assisting Senior Management in the overall day to day operations of
• Night Supervisor is the only representative of the Senior Management 24 hours a day. The main mission is to be ready to handle every situation happening during night operation and around the hotel
• Be fully responsible for Duty Manager task at night time and handover properly to Duty Manager AM at 7:00

MAIN DUTIES:

Administration

• Reporting to the AFOM/FOM, the Night Manager is responsible for assisting the Front Office Manager in the night Front Office operations.
• Maintain constant check of service standards to assure the consistency and efficiency of hotel’s service, quality, policies and practices.
• To maintain in a shift an accurate record in the logbook of items and incidents which may be of concerning to the management and/or which may require further attentions or follow up. All incidents need to be written in guest profile in Opera system & log into priority log.
• Fully understand and master Fire Manual procedure, Employee Handbook.
• Assist the AFOM & FOM in administrative works required.
• Night Supervisor ensures that a pertinent/relevant logbook is continuously updated and check the logbooks/trace on system from the different sections of the FO to ensure that clear, constant and updated communication lines are kept with all FO staff of the next day.
• Responsible for a detailed hand over by going through the activities of the night, the problems, the follow up, and the pending matters with Duty Manager of morning shift next day.
• Liaise with other departments for any special arrangement
• To keep full records of incoming and outgoing items in the Duty Manager Safety box opening & to ensure proper follow up.

Financial and Revenue Responsibilities

• Responsible for ensuring that all Financial and Audit Procedures are respected. Night Manager control daily: Bucket Checks, Cashier Closures, Registration cards and correspondence, Rebates, Paid Out, credit limit report
• Following the pending PM/PX and their payment.
• Take care of float at night shift & check on Receptionist cashier closing of the day.
• Night Supervisor will do personally at night time all the controls established in the audit procedures, he/she will report any incidents/matters to Front Office Manager & share with Duty Manager on the following day.
• To ensure that the day closure is done correctly and that the number of "No Show", "Rooms Occupied", “Complimentary” and "House Use" are accurate. The Night Manager will as well supervise the accuracy of the daily financial reports issued by FO.
• Verifying & following the audit check on the posting into rooms, to make sure discount %, rebates, correctly input on system
• Check during daily operation that the MGallery standards are fully completed by Front Office employees.
• Daily training in case MGallery standards are not followed by the staff
• Be fully conversant with MGallery essentials.

Operations:

• Fully in-charge of the Front Office Operation & hotel during the night time, presenting the hotel management in solving any incidents occurred.
• Control the duties assignment to employees and supervisors during night shift to ensure the adherence to hotel policies and standard operation procedures.
• Supervise the activities of the Front Desk for providing high standards service during operation
• Coordinate with Security and responsible in making any decision during night operation, with full report in the next day.
• To ensure that all Front Office areas are clear, clean & tidy at any time
• Responsible for the night patrols at least once per shift, to make sure the night operation smoothly run.

Responsibilities in terms of security:

• In the event of fire, the Night Manager has to ensure the overall co-ordination as per emergency procedure established. In the absence of Executive Assistant Manager & Director of Rooms, the Night Manager will call right away the appropriate person, will ensure that each staff takes control of his duties during Fire and that the guests are well informed of the security measures to be taken.
• Fully in charge of the overnight duties on behalf of the Senior Hotel Management
• To be alerted and call Security right away when a guest has a suspect attitude or luggage, when there is a serious conflict or beginning of fight in the premises of the hotel. Any of these cases has to be reported in the Front Office Manager's logbook.

Miscellaneous

• All employees are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
• All employees may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

To be fully conversant with

• Hotel fire procedures
• Hotel security procedures
• Hotel Health and Safety policy and procedures
• Hotel Facilities and attractions
• Hotel standards of operation and departmental procedures
• Methods of accepted payment of the company
• Short and long term company marketing promotions

• Birthday gift
• Meal Allowance
• Full entitlement to social welfare benefits in accordance with current regulations, including health insurance, social insurance, and unemployment insurance
• Annual health check-up
• Service charge (if any)

• Have experience in Front Office; Night Auditor/Night Shift experience is a plus.
• Good communication skills and confident in handling guest issues.
• Basic knowledge of hotel operations and Opera PMS.
• Strong problem-solving and decision-making skills.
• Ability to work independently during night shifts.
• Good English communication.
• Professional appearance and service-minded attitude.