Nights Guest Experience Supervisor

**Additional Information**
**Job Number**25118287
**Job Category**Rooms & Guest Services Operations
**Location**Residence Inn Edinburgh, 36 Simpson Loan Quartermile, Edinburgh, Scotland, United Kingdom, EH3 9GG
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Non-Management

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**JOB SUMMARY**

Serves as the property Night Supervisor oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the safety and security of the hotel in the absence of the hotel manager.

PAY RATE £13.73

**CANDIDATE PROFILE**

Education and Experience
- High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

**CORE WORK ACTIVITIES**

**Monitoring Property Operations**
- Monitors and ensures compliance with all Guidelines to Operations.
- Ensures supervisors maintain adequate levels of department supplies.
- Ensures all employees are in proper uniform and are properly groomed (grooming standards in employee handbook).
- Ensures employees are working in a safe environment.
- Manages all period-end inventories.
- Directs, monitors, and assists all overnight staff.
- Ensures guest tracking scores and employee opinion survey goals are achieved.

**Supporting Profitability and Revenue Goals**
- Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
- Assists in the response and resolution of all guest issues received directly from guests or from Guest Relations.
- Assists accounts receivable clerk in all aspects of job and in keeping all invoices due below 60 days.
- Monitors that the supervisor is researching/processing all chargebacks and rebates on a timely basis.
- Administers plans and actions to keep chargebacks and rebates to a minimum.
- Ensures all employees are adhering to proper cash handling procedures and monitors overage/shortages.
- Manages employee hours.
- Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues.

**Managing and Conducting Human Resources Activities**
- Promotes participation in property safety-related programs.
- Monitors employee attendance and records absences/tardiness.
- Promotes teamwork and employee morale.
- Ensures all employees are trained on specific aspects of their job and are aware of all resources to assist them in problem solving.
- Keeps employees informed regarding new operational procedures, standards, or programs.
- Ensures all employees have complete knowledge of emergency procedures.
- Ensures constant communication takes place between employees, supervisors and management.
- Provides orientation for new employees and ensuring all information is entered into computer.
- Helps direct supervisors to achieve their own development goals.
- Encourages employee relations through gifts, parties, outings.
- Creates incentives that will promote better service and profit for the property.
- Assists operations manager in processing employee payroll weekly.
- Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
- Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

Safety and Security
- Maintain awareness of undesirable persons on property premises.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Conduct security walks through the property twice per shift.

Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
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