Night Supervisor

The Night Supervisor is responsible for overseeing the operations of the hotel during the night shift, ensuring all activities are carried out in compliance with Accor's brand standards. The role ensures the smooth running of front office operations, guest satisfaction, safety, and security during overnight hours.

• Key Responsibilities:
• Guest Services & Satisfaction:
• Ensure all guest requests and inquiries are handled promptly, professionally, and courteously.
• Monitor the guest experience and resolve any concerns that arise during the night shift.
• Maintain high standards of customer service to enhance guest loyalty and satisfaction.
• Supervise and support the Night Team, ensuring they are fully trained, motivated, and compliant with company standards.
• Ensure that all team members adhere to Accor's policies and procedures, particularly in relation to guest service, health and safety, and security.
• Provide guidance and support to team members during high-pressure situations.
• Operational Excellence:
• Oversee night audit procedures, including verifying charges and processing payments.
• Ensure that the hotel's financial transactions are accurate and reconciled by the morning.
• Monitor and maintain cleanliness, security, and overall hotel conditions during the night shift.
• Safety & Security:
• Ensure the safety and security of all hotel guests, staff, and property throughout the night.
• Perform regular checks of the hotel's premises to identify and mitigate any security risks or hazards.
• Coordinate emergency response plans in the event of incidents or emergencies.
• Compliance with Accor Brand Standards:
• Ensure all night operations adhere to Accor's policies and brand standards.
• Regularly review and maintain compliance with local and international regulations.
• Maintain and promote Accor's environmental and sustainability initiatives.
• Communication:
• Liaise with other departments (e.g., Housekeeping, Security, Engineering) to ensure smooth operations overnight.
• Provide a comprehensive handover report to the morning team, including any issues that need attention.
• Communicate any guest feedback or complaints to relevant departments for follow-up.
• Administrative Tasks:
• Complete daily logs, including guest complaints, operational issues, and maintenance reports.
• Assist with payroll, attendance tracking, and other administrative tasks as needed.

Skills:

• Strong leadership abilities, able to guide, motivate, and manage a team, particularly during overnight shifts.
• Ability to provide exceptional service to guests, with a focus on resolving issues efficiently.
• Strong critical thinking skills to resolve issues swiftly, particularly during the night when limited support may be available.
• Excellent verbal and written communication skills to liaise effectively with both guests and staff.
• Ability to spot discrepancies and errors in financial and operational procedures.
• Willingness to work overnight shifts, weekends, and holidays, adapting to the varying needs of the hotel.

Qualifications:

• Minimum of 2 years of experience in a front desk or supervisory role within the hospitality industry (preferably with a brand like Accor).
• Diploma or degree in Hotel Management or a related field is preferred.
• Knowledge of local safety, fire, and emergency protocols.
• Fluent in English (written and spoken); additional languages are a plus.
• Familiarity with Accor's brand standards and operational procedures is a plus.
• Proficient in the use of hotel management software and Microsoft Office Suite.