We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Guest Service Overnight Supervisor. The Guest Service Overnight Supervisor reports to the Guest Service Overnight Manager and is responsible for overseeing overnight Guest Services operations, ensuring smooth processes, accurate night audit completion, and consistent luxury service throughout the overnight shift.
Key Responsibilities
Overnight Operational Leadership & Service Excellence
• Provide exceptional overnight guest service, resolving requests and concerns promptly.
• Ensure all Guest Services SOPs and LSOPs are followed during the shift.
• Complete end-of-day duties, reports, and handover materials for the day team.
• Perform night audit tasks, ensuring accurate folios, postings, and credit card settlements.
• Conduct overnight pre-arrival checks and prepare documentation for smooth morning operations.
• Maintain lobby presence and support team coverage as required.
• Monitor staffing levels and adjust assignments as needed.
Team Support & Development
• Guide and support overnight colleagues to ensure competence in guest service and audit duties.
• Assist with training initiatives and the implementation of service improvements.
Audit & Financial Accuracy
• Reconcile daily revenue and resolve posting discrepancies.
• Prepare and distribute required overnight reports.
Guest Experience & Standards
• Uphold Fairmont luxury service standards and assist with VIP handling.
• Relay guest feedback or recurring issues to leadership.
Safety & Emergency Readiness
• Be fully trained on emergency, fire panel, and security procedures.
• Respond effectively to alarms or incidents overnight.
• Support property safety checks with Security.
Other Duties & Responsibilities
• Assist with communication/switchboard tasks as needed.
• Perform other duties and responsibilities as assigned by management to support the overall operations of the hotel and ensure an exceptional guest experience.