Job Overview
To supervise the front office and the hotel operation overnight, not limited to front desk, food and beverage and housekeeping, in accordance with our brand standards, company policies and procedures, ensuring the highest levels of customer service and safety are provided
Role Competencies:
Planning Timescales:
· Ensure the smooth and efficient operation of the hotel during the overnight shift, effectively planning and prioritizing short-term activities to meet operational deadlines.
· Complete the nightly audit and all associated reports accurately and within required timeframes.
· Log, report, and follow up on maintenance and security concerns raised by guests or team members, escalating issues where necessary.
· Carry out all daily cleaning tasks in line with company standards and procedures.
· Provide support for other departments as required to ensure the overall success of hotel operations.
Decision Making:
· Proactively identify and recommend opportunities to enhance departmental service standards and drive financial performance.
· Suggest and support initiatives aimed at improving operational efficiency and overall departmental effectiveness.
· Resolve and recover guest complaints promptly and professionally, in line with brand standards and company policies.
· Ensure staffing levels and resource allocation adequately always meet operational and business requirements.
Impact & Influence:
· Ensure delivery of exceptional guest service
· Drive departmental guest satisfaction by analysing SEP scores and agreeing action plans with the leadership team
· To maximise guest loyalty by driving Hilton Honors enrolments and effective service recovery
· Setting of departmental targets and objectives.
· To ensure that Team Members are managed in line with the employee handbook, hotel policies and procedures
· To ensure compliance with all legal, company and hotel standards
· To champion a culture that enhances the Guest and team member experience
· To ensure that equality, diversity, and inclusion is maintained and developed across all programmes and areas of the business
Skill Level:
· To monitor the department’s performance against set targets and objectives
· To monitor and evaluate customer feedback with a focus on continual improvement
· To conduct general administrative duties using Microsoft office, internet explorer and the hotel property management system
· To ensure that all company systems are used to maximize efficiency and Guest satisfaction and safety
· Being fully responsible for all transactions carried out during your shift
Communication:
· To respond to customer feedback and adhere to the escalation procedure of the department
· Maintain good working relationships across the hotel and with external suppliers
· To ensure effective communication within the department
Budget Management: ·
· Ensure effective and efficient performance from nights team
· Assist in increasing the occupancy, average daily rate and TREVPAR through upselling within the department
Lead & Develop: ·
· To set personal targets and objectives for the nights team members
· To lead, motivate, train and develop the Nights Team in line with brand and company policy
· To carry out allocated team member job chats/1:1s, monthly
Operating Parameters:
· To supervise the overnight operation of the hotel not limited to front desk, food and beverage and housekeeping in line with brand standards, company policy and procedures
· Ensure an efficient, safe and secure overnight hotel operation in line with all legal, brand and company policies, standards and procedures
· To ensure the proper usage of chemicals/cleaning supplies and machinery
· To ensure regular safety checks of the building to include floor walks
· To be responsible for hotel evacuation and upholding fire life safety overnight
· To ensure staff resources meet business needs in the absence of the management team
· Any other reasonable request as required by the business.
- Ensure compliance with company policies, safety regulations, and legal requirements at all times
- Maintain detailed shift reports, incident logs, and operational documentation for accountability
Qualifications
- Proven experience in security, supervision, or customer service roles is preferred
- Valid driving license with a clean driving record is highly desirable
- Excellent communication skills in English to effectively interact with team members and visitors
- Strong leadership abilities with the capacity to motivate and manage a diverse team
- Ability to remain alert and attentive during overnight hours for extended periods
- Demonstrated problem-solving skills with a proactive approach to safety and security issues
- Flexibility to work night shifts consistently and adapt to changing operational needs
Join us as a Night Supervisor and be part of a dynamic team dedicated to maintaining a secure environment while delivering exceptional service during the overnight hours. Your leadership will help create a safe space for everyone involved!
Pay: £25,993.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
Work Location: In person
