Night Supervisor

At The Johnstown Estate, we do warm, authentic welcomes particularly well, and constantly strive to deliver a polished service, guest comfort and excellence in everything we do. Our values of Passion, Customer Focus, Teamwork, and Integrity are always forefront in our minds as we passionately care about our guest experience and are committed to being the best in all we do. We are also committed to training and developing our team members and ensuring their journey with us inspires them each day.

Duties and Responsibilities of the Role:

• Manage overnight front desk operations, including check-ins, check-outs, and guest inquiries.
• Ensure accurate handling of reservations, payments, and guest information.
• Provide exceptional customer service to guests, addressing any concerns or issues promptly and professionally.
• Maintain a secure environment by monitoring surveillance cameras and conducting regular security checks of the premises.
• Respond promptly to any security or safety concerns, coordinating with relevant departments and authorities as necessary.
• Ensure adherence to safety protocols and emergency procedures, including fire drills and evacuation procedures.
• Supervise night shift front office staff, ensuring they adhere to hotel policies and procedures.
• Provide guidance, support, and training to night staff to enhance their performance and guest service skills.
• Conduct regular performance evaluations and address any issues or concerns with staff members in a timely manner.
• Anticipate and fulfil guest needs during overnight hours, providing personalized service to enhance their experience.
• Handle guest requests and complaints efficiently, resolving issues to the satisfaction of guests while upholding the hotel's standards.
• Coordinate with other hotel departments, such as housekeeping and maintenance, to fulfil guest requests and ensure a seamless guest experience.
• Complete night audit procedures accurately, including reconciling accounts, preparing reports, and distributing relevant information to the management team.
• Maintain accurate records of guest interactions, incidents, and any other relevant information during the shift.
• Assist with administrative tasks, such as preparing reports, managing reservations, and updating guest information in the hotel management system.
• Conduct regular inspections of guest rooms and public areas to ensure cleanliness, maintenance, and compliance with hotel standards.
• Address any deficiencies or maintenance issues promptly, escalating as necessary to ensure timely resolution.
• Uphold the hotel's reputation for excellence by consistently delivering high-quality service and maintaining a professional demeanour at all times.

Requirements for the role:

• Previous experience in a supervisory role within the hospitality industry, preferably in a luxury hotel environment.
• Strong leadership and communication skills, with the ability to motivate and inspire a team.
• Excellent customer service and problem-solving abilities, with a focus on exceeding guest expectations.
• Knowledge of hotel operations, including front desk procedures, night audit processes, and security protocols.
• Ability to work independently and make sound decisions in a fast-paced environment.
• Flexibility to work overnight shifts, weekends, and holidays as required.
• Opera Computer skills advantage.
• Proficiency in speaking and writing Business English.