Guest Services Supervisor

Job Description

JOB DESCRIPTION

Position: Overnight Front Office Supervisor                    Classification: Non-Exempt (Hourly)

Department: Front Office                                                    Department Head: Director of Rooms

Reports to: Front Office Manager

Welcome to Conrad Nashville. We offer luxurious accommodations and exceptional service in the ever-evolving Nashville hospitality industry. Join our dynamic team, learn and grow in a culture of collaboration. Our priority is your well-being, which is why we offer competitive compensation packages, healthcare insurance, 401k plans, and team member discounts. Living and working in Nashville provides access to diverse cultural attractions, entertainment venues and culinary experiences. At Conrad Nashville, you can make a positive impact and be part of a world-class hospitality brand. Join us and discover all that we have to offer.

Job Summary

The Overnight Front Office Supervisor oversees the Front Office operations during overnight hours while ensuring exceptional guest service and compliance with Conrad Hilton standards. This position supervises and supports the overnight team, handles guest concerns, oversees arrivals and departures and serves as the primary Front Office leader overnight. The Overnight Front Office Supervisor is also responsible for completing the nightly audit, balancing financial, preparing operating reports, and ensuring accurate posting of all guest and departmental charges. This role requires strong leadership, attention to detail, sound judgment, and the ability to work independently while maintaining a safe, secure, and welcoming hotel environment.

Job Duties

   Front Office & Guest Service

• Supervises and supports the overnight Front Office team, providing direction, coaching and assistance as needed.

• Ensure exceptional guest service and maintain Conrad Hilton service standards.
• Oversee guest arrivals, departures, registrations, room assignments and billing inquiries.
• Resolve guest concerns and complaints professionally and ensure appropriate follow up.
• Respond to all inquiries regarding hotel services, dining, entertainment, transportation and local attractions.
• Coordinate VIPs, special requests and other guest needs.
• Communicate important operational information and outstanding issues to management and the incoming shift.
• Maintain a professional, clean, organized and secure Front Office environment.

Night Audit & Financial Responsibilities

• Complete the nightly audit accurately and within established deadlines ensuring the audit, balance, and consolidate departmental ledger accounts.
• Post daily room charges, outstanding guest charges, balance cash, credit card and other revenue against applicable reports.
• Review and correct posting errors or discrepancies.
• Prepare credit card summaries, daily operating reports and the required audit package.
• Ensure accurate and secure handling of guest and financial information.

Leadership & Operations

• Lead by example and promote teamwork, accountability and exceptional service.
• Ensure compliance with hotel procedures related to cash handling, revenue, safety, security, emergencies, and Front Office operations.
• Review next-day arrivals, departures, VIPs, special requests, and room assignments to support a smooth morning operation.
• Complete required checklists, logs, reports and shift documentation.
• Remain calm and exercise sound judgment during emergencies or unusual situations.
• Support training and implementation of Conrad Hilton brand standards and programs.
• Perform other duties as assigned.

Education and Experience

• Minimum of two (2) years’ experience in customer service
• Two (2) years of hotel supervisory experience
• Advanced skills in Word, Excel, PowerPoint, OnQ, and Outlook; daily use of nearly all programs will occur
• Proven interpersonal skills with a track record of successful guest interaction
• Able to negotiate, organize, delegate & work under pressure with attention to detail & a high level of creativity

Skills & Abilities

• Luxury hotel experience strongly preferred
• Knowledge of Hilton OnQ systems preferred

Physical Requirements

• Position requires walking and giving direction most of the working day. Must be able to stand and walk for 8 hours a day. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual activity.
• Must be able to lift up to 25 lbs. on a regular and continuing basis.
• Must be flexible to work any day of the week, weekends, and holidays if assigned.
• All team members must maintain a neat, professional, clean and well-groomed appearance.

Benefits:

• 401k after 90 days, fully vested, company match to 4%
• Medical (3 plan choices)
• Dental (2 Plan choices)
• Vision
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA)
• Paid Time Off 
• Hilton Honors Team Member Discounts
• Northwood Hospitality Discounts 

EEO and ADA Statements

Conrad Nashville is an Equal Opportunity Employer. We support and encourage diversity in the workplace.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.