Guest Service Overnight Supervisor

Fairmont Hotels And Resorts; Southampton; On-site; GBP 41,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Wellness programs

Worldwide travel discounts

Accor rates

Complimentary upgrades

Discounted stays

Job summary

Fairmont Southampton is seeking an experienced Overnight Guest Service Supervisor to oversee overnight Guest Services operations, audit tasks, and ensure exceptional luxury service throughout the night shift. You will lead, train, and support overnight colleagues while safeguarding smooth morning operations.

Launched within a world-class luxury environment, the role requires strong leadership, meticulous audit skills, and a calm presence during emergencies.

Qualifications

• Minimum 2+ years in Guest Services, Front Office, or Night Audit.
• Luxury hotel experience required.
• Supervisory experience is an asset.
• High school diploma required; hospitality education preferred.
• Strong leadership, communication, and problem-solving skills.
• Proficient in Opera PMS and Microsoft Office preferred.
• Highly organized and able to multitask in an overnight environment.
• Calm, professional presence in emergencies.

Responsibilities

• 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.
• Guide and support overnight colleagues to ensure competence in guest service and audit duties.
• Assist with training initiatives and the implementation of service improvements.
• Reconcile daily revenue and resolve posting discrepancies.
• Prepare and distribute required overnight reports.
• Uphold Fairmont luxury service standards and assist with VIP handling.
• Relay guest feedback or recurring issues to leadership.
• Be fully trained on emergency, fire panel, and security procedures.

Skills

Leadership

Communication

Problem solving

Education

High school diploma

Hospitality education preferred

Tools

Opera PMS

Microsoft Office

Job description

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., 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.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: Minimum 2+ years in Guest Services, Front Office, or Night Audit.

• Luxury hotel experience required.
• Supervisory experience is an asset.

Education

• High school diploma required; hospitality education preferred.

Competencies, Knowledge & Skills

• Strong leadership, communication, and problem-solving skills.
• Proficient in Opera PMS and Microsoft Office preferred.
• Highly organized and able to multitask in an overnight environment.
• Calm, professional presence in emergencies.

Personal Attributes, Culture & Values

• Embrace the Fairmont brand promise and luxury in your role and in all your interactions.

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

About Fairmont Southampton Are you ready to join a team that thrives on excellence and embraces limitless potential? Fairmont Southampton, Bermuda's largest resort, invites exceptional individuals to be part of our award-winning team and shape the future of hospitality. Following a multi-million-dollar renovation, our 593-room resort is Bermuda's largest, featuring nine restaurants, a 30,000-square-foot spa, an 18-hole par three golf course and a captivating Beach Club. Opportunities for growth and success are boundless. Our culture emphasizes respect, teamwork, and professionalism, supported by comprehensive benefits. Join our diverse and inclusive team, where your unique talents and perspectives are celebrated. Dare to go beyond the ordinary, unlock your potential and make a lasting impact at Fairmont Southampton. Together, let's create memories that exceed expectations.

#BeLimitless, Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Add any other benefits relevant to your property.

• Opportunities for growth and development, mentorship, and international mobility
• Health insurance, retirement savings plans, and comprehensive wellness programs
• Worldwide travel discounts and preferred rates across the Accor portfolio
• A supportive, inclusive culture grounded in respect, teamwork, and professional development

Our Values Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special. Belonging: We celebrate our differences. We support each other and we always stand together. Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences. Integrity: We build trust through mutual respect and being authentic. Your team and working environment: Fairmont Southampton is a premier luxury resort and regarded as a leader in the hospitality industry. Our mission is to turn moments into memories for our Guests. An exciting hospitality career awaits you if you are committed to providing our Guests with an authentically local experience through providing warm and engaging service. Our Heartists work cohesively as part of the team in a demanding, multi-cultural diverse environment. Our commitment to Diversity & Inclusion: Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team