Founded over a box of Pop-Tarts in 1995 by David Schwartz and Peter Vilim, Waterton has grown from very humble beginnings with one phone and two desks to the successful, nationally recognized real estate investment and management firm it is today. As Waterton has evolved and grown, one thing has remained constant, the drive to achieve results by exceeding expectations.
Waterton's values of Service Excellence, Empowerment, Integrity, Passion, Achievement and Teamwork are our guiding principles and they shape who Waterton is as an organization. When you join Waterton, you will learn new skills, acquire knowledge and use these values to help you grow in your career and fulfill your professional goals.
Waterton is committed to the service of our associates, residents, guests and investors and firmly believes that our superior ability to serve our customers differentiates us. We empower our associates to think and act like an owner and use our core values as guiding principles to serve our customers in a way that exceeds their expectations, going above and beyond to create the ultimate service experience or what we call Resitality!
Operations Supervisor - Overnight 3rd Shift
To supervise of the day-to-day of the Front Office/ Night Audit and related departments. Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests stay. Ensuring all night audit and accounting related processes, procedures and daily tasks are completed thoroughly and accurately.
Assist in supervising and executing the Night Audit process including all Front Desk and Accounting Operations:
Help develop and implement processes and procedures for successful and accurate reporting of all Night Audit, Front Desk, and Accounting related tasks.
Prepare and analyze reports.
Ensure the Front Office team handle all billing and cash in accordance with the hotel's standards and Waterton's policies and procedures.
Supervise the closing of the day's balances and posting of room charges for the current night to ensure they are on the guest's bill at check out.
Send accurate and complete reports to corporate accounting team for processing.
Track and account for all Food & Beverage charges and comps.
Ensure billing of all Direct Bill and Group Master reservations are accurate and posted correctly each day.
Assist in the coordination of hotel activities by working closely with Sales, Maintenance and other departments to execute group function space needs.
Assist in third party billing, including rate change audit reports.
Monitor hotel departments for compliance of safety standards.
Create guest satisfaction by providing associates with the training and resources they need to maximize associate engagement, deliver quality results and promote teamwork:
Communicate and reinforce the vision for exceptional service to associates.
Run arrivals reports, plan amenity and guest delighter deliveries to our frequent stay guests.
Ensure that associates provide exceptional genuine hospitality; foster a teamwork environment.
Coordinate the department's activities with other departments to facilitate increased levels of communication and guest satisfaction.
Help monitor Guest Satisfaction survey scores. Recognize associates for positive results; Assist in the development and implementation of action plans to correct deficient areas.
Seek opportunities to improve the guest experience by seeking guest feedback and work with the department manager to review management reports in order to help develop strategies to improve department and hotel services.
Provide associates with the tools, training and environment they need to deliver exceptional service and teamwork.
Help maintain accurate par levels and inventory of supplies and equipment within the department.
Maintain accurate par levels and inventory of supplies and equipment within the department.
Maintain good working relations with preferred vendors of the hotel and ensure adherence to policies and, all codes and regulations.
Attend all department and hotel meetings as necessary.
Be a leader and a role model to all associates.
Follow Standard Operating Procedures (SOPs) as outlined in the Waterton SOPs.
Perform any other job duties as assigned.
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
Requires good communication skills, both verbal and written. Must be able to speak, read, write and understand the primary language(s) used in the workplace (English). Bilingual (i.e. Spanish) is preferred.
Must possess basic computational ability.
Must be proficient in computer skills. Must be proficient in all Microsoft Office (Word, Excel, Outlook) programs.
Must have excellent interpersonal and sales-related skills.
Must have exceptional organizational, supervisory skills.
Must be able to prepare and analyze data and figures, transcriptions prepares on or generated by computer.
Must be able to effectively present information and respond to questions from groups to managers, clients, guests and ownership.
Ability to assess/evaluate other associates performance in a fair and consistent manner.
Ensure that guest satisfaction is consistently obtained and maintained.
Education: High school or equivalent education required. Associate's or Bachelor's Degree preferred.
Experience: One+ years of related front desk experience required. Supervisory role within a hotel Front Office Department highly desired. Experience in a similarly sized hotel with similar business model preferred.
Hospitality is a 24/7 industry therefore, candidates should be able to work weekends and holidays as needed.
EOE - M/F/D/V/SO