Overnight Front Desk Supervisor

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Rosewood Washington


Job description

Job Title: Overnight Front Desk Supervisor

Education: Bachelor's Degree

Location: Rosewood Washington, D.C. - Washington, DC, DC 20007 US (Primary)

Career Level: Team Lead

Category: Front Office (FD, Concierge, GS, BD, PBX, Valet, GR, Door)

Job Type: Full-time

Compensation Currency: USD

Job Description: Rosewood Washington DC


Ideally located in the charming neighborhood of Georgetown, alongside the historic C&O Canal, Rosewood Washington, D.C. features 55 rooms, 12 suites, and 6 townhouses. The hotel, which opened in 2013, offers ample privacy, bespoke guest services and a tangible connection to the culture and traditions of the nation’s capital.In addition to its enviable location, Rosewood Washington, D.C. presents its guests with peerless amenities and facilities. Overlooking the picturesque canal, CUT by Wolfgang Puck and CUT Bar surprise and delight with a creative, seasonally inspired menu and masterful libations. On the rooftop, CUT Above, a wraparound bar and lounge area boasts a stunning indoor-outdoor swimming pool and sweeping views of the Potomac River, Washington Monument, Roosevelt Island and the spires of Georgetown University. Fitness and spa services, private dining and meeting venues, and a calendar of intriguing curated events and occasions round out the hotel’s remarkable offerings.


Overnight Front Desk Supervisor



Responsible for managing all aspects of the Front Desk experience and functions, in accordance with Rosewood hotel standards.  Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff. Support all Front Office associates to include Front Desk Agents, Guest Services and Concierge. The Front Office Supervisor will work with their leadership team to elevate the guest experience, guest activities, associate relations and the training of new associates.



Support, maintain and adhere to all safety, health and sanitary guidelines and recommendations issued by Rosewood, the Centers for Disease Control and Prevention; OSHA, Federal and local DC Government to mitigate exposure and spread of COVID-19.

Maintain complete knowledge of and comply with all Rosewood departmental policies, service procedures and standards.

Ensure that guest service standards are maintained at a superior level on a daily basis.

Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.

Anticipate guests’ needs, respond promptly and acknowledge all guests.

Maintain positive guest relations at all times.

Resolve guest complaints, ensuring guest satisfaction.

Investigate daily variance and correct as necessary.

Review in house guest folios daily for corrections, adjustments, transfer or errors.

Review House Accounts adjust and code to General Ledger.

Balance the change in ledgers nightly.

Communicate effectively with Managers on issues and concerns of the daily audit via electronic error log.

Print appropriate reports for the prior day’s business.

Close out the systems for prior day’s business and open subsequent system date.

Run required property management system reports for day’s close of business.

Balance and settle all credit cards by outlet.

Organize and submit reports and appropriate documents to the Finance team prior to 9:00 a.m. lineup.

Conduct daily wake-up calls and maintain a log of all overnight requests made to the front office, ensuring efficient communication of all messages or requests to guests and employees.

Conduct check-ins and check-outs as required ensuring that all necessary information is correctly entered into the PMS & POS systems and that guests are oriented to the hotel following Rosewood standards.

Maintain complete knowledge at all times of:

All hotel features/services, hours of operation.

All room types, numbers, layout, decor, appointments and location.

All room rates, special packages and promotions.

Daily house counts and expected arrivals/departures.

Room availability status for any given day.

Scheduled in-house group activities, locations and times.

All hotel and departmental policies and procedures.

Assist with par levels for supplies and equipment.  Work with your leadership team to replenish shortages or additional items needed for the anticipated business.

Assist associates with their job functions to ensure optimum service to guests.

Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

Ensure security of guestroom access.

Monitor, adhere to and ensure that all cashiering procedures comply with Accounting policies and standards.

Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

Ensure all closing duties for associates are completed before associates sign out.

Foster and promote a cooperative working climate, maximizing productivity and associate morale.

Complete work orders for maintenance repairs and submit to Engineering.  Contact Engineering directly for urgent repairs.

Assist with Butler service experience.

Assist guest upon arrival/departure with luggage and vehicle retrieval and parking. 

Able to assist other departments as needed.

All other assigned duties as required

The list of responsibilities is illustrative only and is not a comprehensive listing of all functions and tasks performed by this position. The company reserves the right to add, remove or alter duties when business need dictates.

Job Requirements: QUALIFICATIONS:

Experience: Minimum two years’ experience as a Front Desk Agent for a luxury or ultra-luxury property. Previous Supervisor experience is preferred.

Education:   High school diploma or equivalent education.

General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest/ associate information and pertinent hotel data.

Technical Skills: Familiarity with yield management and ability to suggestively sell available rooms; ability to input and access information in the property management system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without direct supervision. Previous OPERA experience preferred. Mid-level to Advance computer skills.

Schedule: Flexible availability is required for this position to include days, evenings, weekends and holidays. Able to work overnight shift if needed.

Language: Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements: Must be able to exert physical effort in transporting a minimum of 35 pounds, endure various physical movements throughout the work areas; reach up and down, pull and push, remain standing stationary for long periods of time throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Licenses & Certifications:Valid Driver's License with the ability to drive manual and automatic vehicles.  


See description


Job type
Georgetown, Washington, DC, United States
Front Office reception
Starting in
As soon as possible
Duration of the contract

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