Overnight Luxury Guest Services Lead

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

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.