Overnight Front Office Supervisor

Job Description

Job Description

Loews Hotels & Co has ventured into Kansas City, MO with the new Loews Kansas City Hotel. The 800-room hotel features 60,000 square feet of meeting & function space, with a sky bridge connecting to the 800,000 square foot Kansas City Convention Center. The hotel marks the first hotel catering to groups & meetings to open in more than 20 years in Kansas City. Two signature restaurants, a Grab & Go bakery and a rooftop lounge will round out this all glass, 24 story hotel, which stands out on the city's skyline. Loews Kansas City is located at the cornerstone of an already vibrant and continuously growing downtown Kansas City.

Oversees daily agent activities at the front desk and ensures all Team Members are adhering to the company standards. Interacts with the guest and handles all guest requests. Provides a four diamonds and more experience by focusing on exceeding guest expectations. Supports the Front Desk Agents by providing constant feedback and training. Understands the needs and wants of the customers in our market, improves processes by listening to the team and customers. Responsible for controlling the inventory levels and works closely with the purchasing department.

Essential Functions and Responsibilities

• Coordinates the quality, efficiency, and safe operations of the Front Office department
• Ensures safe and efficient flow of traffic of arriving and departing guests.
• Reviews occupancy flow patterns throughout the evening as well as Guest Services logs and applicable computer reports to ensure proper department coverage and an outstanding level of service
• Supervises Overnight Front Office Team Members, ensuring adherence to Loews Star Service Standards
• Overnight Supervisor is the point-person for the hotel during the overnight shift. He / She will make critical decisions on the overnight when necessary, and be the leader of the overnight team, as a whole
• Develops Overnight Front Desk Agents and Star Service Operators
• Maintains open lines communication with other departments
• Interacts frequently with guests to ensure satisfaction with services
• Attends all required meetings for position
• Oversees supervision of Team Members and work assignments to maximize performance and ensure all Team Members perform in a friendly professional manner at all times
• Conducts regularly scheduled meetings and training as required
• Answers guest inquiries and resolves complaints, taking all appropriate action to ensure total guest satisfaction
• Ensures that all requests are handled promptly, accurately, and with utmost courtesy
• Reviews / maintains daily payroll report / records for overnight team, maintaining labor costs within forecasted budgetary guidelines
• Completes the overnight checklist
• Ensures that all daily and group reports are distributed to appropriate parties
• Other duties as assigned

Supportive Functions and Responsibilities

Qualifications

Education :

Experience :

Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.