The Edgewater
  • Madison, WI, USA
  • Full Time

Overview:      

Presenting an outstanding opportunity to join the team at Madison's premiere luxury urban resort.  The Edgewater is a four diamond hotel and member of the Historic Hotels of America.  With 202 guest rooms, 3 full service restaurants, health and wellness spa, and dock this property sits directly on the shores of beautiful Lake Mendota. 

 

Position Description:

We are seeking a luxury hospitality professional to join our Front Office team.  The Overnight Manager is responsible for ensuring that all guests are greeted in a friendly, professional, and welcoming way.  This individual will work overnight to plan, organize, control and direct the work of employees of the Front Desk and all other departments during the overnight shift while ensuring guest satisfaction. Train, evaluate, lead, motivate and coach all employees in the Front Desk and all other departments to ensure that established cultural and all standards are met. This role has direct contact with guests and as such good communication skills are necessity. Able to drive and park cars as needed. Walk the property to establish the safety of external and internal guests. This position does require an applicant with a flexible schedule, able to work weekends, holidays and other hours when necessary.

 

Position Duties:

                        Specific duties include, but are not limited to the following:

  1. Greet, welcome and register guests as they arrive to the hotel with an emphasis on fulfilling guest requests, following special handling instructions and adhering to policy and procedures.
  2. Display, at all times, a friendly, courteous and professional manner in all dealings with guests, patrons and other employees.
  3. Check guest in and out of room in accordance with procedures.
  4. Handle a multitude of keys.
  5. Be familiar with room rate, type and rate availability for current and future dates.
  6. Accept reservations, changes, cancellations and third party booking in the absence of reservations staff.
  7. Select and block rooms for arriving guests reading comments, VIP status, special request and others.
  8. Pre-register individuals or groups as required.
  9. Assisting in escorting VIPs and return guests to their rooms as requested.
  10. Assisting on luggage assistance, parking cars and all other guests needs.
  11. Handle guest problems or complaints.
  12. Be prepared for a walk situation.
  13. Utilize the computer system in running daily reports and in blocking special request.
  14. Run audit reports from the Front Office PMS.
  15. Make corrections and adjustments and handle all computer problems that might occur throughout their shift, including verify the third party accounts.
  16. Keep all support departments (Housekeeping and Engineering) informed of necessary information or requests (Morning pass on, Daily sheet and others)
  17. Able to provide accurate and appropriate information to guests and customers.
  18. Input and retrieve information routinely from computer systems. Make appropriate selection of rooms based on guests' needs.
  19. Responds to guest requests and handle guest issues or reports complaints to management.
  20. Maintain a balanced bank assigned to you from the hotel. Make change and post charges to guest accounts.
  21. Reconcile all transactions at the close of the shift to cash out.
  22. Help other departments at crunch periods (housekeeping, guest services, engineering, reservations and others).
  23. Handle hotel emergency and security procedures with maturity, grace and professionalism.
  24. Train new employees in all aspects at the Front Desk.
  25. Updates the overnight check list.
  26. Performs inventory in the end of the month.
  27. Communicate closely with the Assistant Managers, Supervisors and Front Office Manager to assure follow-up on any challenges, concerns or staff performance.
  28. Ensure adherence to all credit procedure in the Front Desk.
  29. Perform tasks and projects as delegated by the AFOM, FOM, ADOR, HM and GM.
  30. Remain calm and alert, especially during emergency and/or heavy hotel activity.
  31. Promptly answering telephone in professional and clear manner. Input all information into computers to communicate guest requests and complaints.
  32. Effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
  33. Answer guest questions regarding area or hotel, outlet information and services.
  34. Perform routine hotel inspections and walk through to establish a supervisory presence (including overseeing night cleaners to insure optimum service and sanitation standards). Monitors the activities of all departments.
  35. While performing hotel walk through to assure safety, make sure to collect breakfast menu, bell cart and others.
  36. Take action is all matter related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation.
  37. Report issues to proper departments.
  38. Take messages from employees who call during the night shift who will not be able to report for their shift and ensure the appropriate department is notified.
  39. Make and deliver performance review to employees.
  40. Monitor Heath for correct punches.
  41. Perform other duties and projects as assigned.
  42. Attend meetings when necessary.
  43. Develop any training material needed and implement.
  44. Identify needs for the overnight shift including other departments, communicate appropriately.
  45. Be a team player and never say no.

 

Minimum Qualifications:

 

  1. Ability to stand and move throughout the front office and continuously perform essential job functions.
  2. Ability to read, listen, and communicate effectively in English, both verbally and in writing. Bilingual is a plus.
  3. Works harmoniously and professionally with co-workers, and supervisors.
  4. Knowledge of accounting operations to include accounts receivable, accounts payable, Excel spreadsheet, etc.
  5. Basic mathematical and problem solving skills.
  6. Ability to access and accurately input information using a moderately complex computer system.
  7. Hearing and visual ability to observe and detect signs of emergency situations.
  8. Ability to multi-task in a high-volume environment, utilizing a variety of computer systems.
  9. Ability to work a flexible schedule, weekends and holidays.
  10. Hospitality experience preferred.
  11. High school diploma or equivalent required.
The Edgewater
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