Overnight Guest Service Supervisor - Full-time

The Charles Hotel

BASIC PURPOSE: Supervise night accounting and general hotel operations to ensure the maintenance of financial controls, compliance with standards and regulations, customer satisfaction and protection of the guests, staff and assets.

ORGANIZATIONAL SCOPE: Position is responsible for supervising night operations.  May recommend and implement procedural/safety changes.

ESSENTIAL FUNCTIONS:

1.         Supervise the night accounting employees and act as a work leader to other night employees; interview, recommend hiring, schedule, train, develop, empower, coach and counsel, recommend and conduct performance reviews, resolve problems, provide open communications and recommend discipline and termination, as appropriate.  (30%)

2.         Implement company (IHR/Franchiser) programs, supervise the daily operations of the night accounting staff and oversee the Front Desk to ensure compliance with all financial controls, LSOPs & SOPs & to provide an optimum level of quality service and hospitality are provided to the hotel customers.  (20%)

3.         Supervise the balancing, reconciliation and closing of various daily accounts and prepare the daily statements to provide accurate, timely information to management while ensuring proper controls are maintained.  (20%)

4.         Maintain the computerized accounting system through daily and weekly backups and periodic rebuilds to ensure the accurate, smooth operations.  (10%)

5.         Respond to customer issues/complaints/problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.  (5%)

6.        Maintain preparedness and implement emergency procedures when appropriate to protect the hotel guests, staff and assets.  (5%)

7.         Prepare reports and communications to the Controller and other Hotel Executive Committee members on night issues/problems and other pertinent information regarding night operations.  (5%)

NON-ESSENTIAL FUNCTIONS:

1.  Perform special projects and other responsibilities as assigned.  Participate in task forces and committees as requested.  (5%)

Knowledge and Skills:

Education:One to two years of post high school education

Experience: One to two years Night Audit supervisory experience or a related position with this company or other organization(s)

Skills and Abilities:

- Requires thorough knowledge of the practices and procedures of the accounting and hospitality professions.

- Requires knowledge of the hotel's and IHR's policies and procedures and the ability to determine course of action based on these guidelines.

- Requires ability to investigate and analyze current activities and/or information involving readily available data and indicating logical conclusions and recommendations.

- Ability to make decisions based on general policies and procedures.

-Ability to communicate in order to provide and receive standard information from management, employees and/or guests; good telephone etiquette and skills.

Ability to operate a computer and calculator

Hours Required:

Typically 11:00 PM - 7:00 AM, forty hours over a five day period; scheduled days and times may vary based on need

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Interstate Hotels & Resorts is an EEO/AA/Minorities/Female/Disabled/Veterans Employer. and to navigate to the “EEO is the Law” poster and supplement.