Night Supervisor

Delta Hotels by Marriott St Pierre Country Club; Chepstow; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Free meals on duty

Uniform provided

Pension scheme

Employee assistance programme

Discounts on hotel stays and F&B

Career development

Job summary

Delta Hotels by Marriott St Pierre Country Club is seeking an attentive Night Auditor to join our front desk team in Chepstow. You will support overnight operations, ensure smooth handovers, and uphold Marriott standards of hospitality and customer service throughout the night shift.

Responsibilities include managing guest check-ins, handling reservations and bookings, and maintaining accurate billing and cash control.

Qualifications

• Related work experience in a supervisor customer service role.
• Night shift experience preferred.
• Able to lead a small team and coordinate front desk operations.

Responsibilities

• Oversee front of house in the absence of the Night Manager.
• Prepare for each shift with handover and daily business plan.
• Manage reservations, bookings, and check-ins.
• Operate the switchboard and handle messages and inquiries efficiently.
• Provide a warm welcome and Marriott Standards of First 10.
• Post transactions and ensure accurate charging.
• Maintain cash/monies handling and banking procedures.

Skills

Night audit

Customer service

Team leadership

Tools

Switchboard

PMS system

Job description

Are you passionate about delivering exceptional hospitality and eager to join a dynamic team at one of the world's leading hotel brands? We are currently recruiting for a dedicated individual to join our team. We believe in creating memorable experiences for our guests and we want our associates to be at their best: to care for their holistic wellbeing, to feel a sense of belonging, to know their co-workers are committed to a culture of respect and kindness.

What is in it for you:

In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:

• Free Meals on Duty:Enjoy complimentary meals while at work.
• Uniform Provided:A professional uniform is supplied for all employees.
• Explore Discounts:A Marriott Discount Card that offers benefits on hotel stays and F&B across 140 countries.
• Pension Scheme:Participation in The People’s Pension.
• Employee Assistance Programme:Free and confidential support for various challenges, including financial advice, stress, and health issues.
• Career Development:Opportunities for career growth and internal transfers within Marriott's global network.
• Training and Development:Access to training programs to enhance your skills and advance your career.

Responsibilities:

Here's what your journey with us entails:

• Responsible for front of house operations in the absence of the Night Manager, including relationships with other department.
• To prepare for each shift before the shift begins by conducting a proper handover, briefing of associates and going through the daily business plan – room inventory balance, allocating rooms types or rooms to special requests arrivals, checking for traces and action them, maintain proper communication within the department and with the other related departments of the hotel, identifying VIP or Marriott Reward Elite arrivals and informing the reception associates accordingly, scouting for the right guest for Marriott Reward Enrolment, upgrading guest on day of arrival, etc.
• To be responsible for achieving the Departmental Targets for the Problem Experience, Brand Standard Audit, GSS scores for Room Composite - Check In experience, Associate Engagement Index and Marriott Reward.
• To be able to deal with advance reservations, taking new bookings, amending existing bookings.
• Be prepared to perform all front desk functions, including switchboard (AYS), Guest Relations and Concierge.
• Ability to operate the switchboard and/or answer the telephone and deal with messages and enquiries when required, in an efficient manner.
• To receive guests and train others on arrival, providing good hospitality and a warm welcome in line with Marriott Standards of First 10. To enter the guests details into the system correctly and efficiently.
• Lead by Example: Provide a gracious and aggressive hospitality towards all customers. Be highly familiar and adhere to all policies, procedures and standards.
• To post transactions on a regular basis, to ensure that all bills are kept up to date and are accurate. Ensure correct charges are posted to the correct bills
  
• To prepare cash for banking on a daily basis at the end of each shift according to the blind drop procedure. Complete receipts for all monies received from departmental pay-ins. Operate due care regarding rates and currency handling to ensure we maximise profits.
  
• To conduct a correct shift handover between each shift.
• To be responsible for the security of all monies, floats, keys, safety deposits etc within the department.
• To observe and implement procedures for fire prevention, fire fighting and evacuation
• Create a productive and positive atmosphere at the desk; have good relationship with all associates and other departments.
• Check opening house count and establish rate to be quoted during the day according to the sell strategy from Marsha.
• Review discrepant rooms regularly
• Ensure that PM accounts do not have any unusual outstanding balances and the overdue accounts are cleared regularly within the company stipulated time period.
• Complete work or special projects as assigned and make sure to meet due dates.
• Work together with staff on the same level, train and retrain on aggressive hospitality skills, technical skills and communication skills
• Know how to hire, train and develop staff
• To have a full working knowledge of the Night Audit process in order to eliminate any issues that may occur or arise during the day business.

Safety and Company Policies:

• Follow all company and safety and security policies and procedures.
• Report maintenance needs, accidents, injuries, and unsafe work conditions to the manager.
• Complete safety training and certifications.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Communicate with others using clear and professional language.
• Develop and maintain positive working relationships with others.
• Support the team to reach common goals.
• Listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards.

Note: This above description is not intended to establish a total definition of the job, but an outline of the duties.

What we’re looking for:

• A night owl, ideally a person used to working nights
• A warm, people-oriented demeanour
• A team-first attitude
• Positive outlook and outgoing personality
• Flexibility, problem-solving skills and multi-tasking ability – the team is smaller on nights which results in quick thinking, decision making and working together

Preferred Qualifications:

• Related Work Experience: At least 1 year of related work experience in a supervisor customer service role.
• Supervisory Experience: None required.
• License or Certification: None required.

With this role, you will be working 40 hours per week over 5 days including weekends with shifts overnight from 10pm – 7am - do you need flexibility in your life? We are happy to discuss this with you!

Join us and be part of a team that values excellence, sustainability, and career growth. Apply today to start your journey with Marriott!

Compensation: To be discussed