Night Supervisor in Rome, Italy

Additional Information

Job Number 24210178

Job Category Rooms & Guest Services Operations

Location W Rome, 26/36 Via Liguria, Rome, Italy, Italy, 187VIEW ON MAP (https://www.google.com/maps?q=W%20Rome%2C%2026/36%20Via%20Liguria%2C%20Rome%2C%20Italy%2C%20Italy%2C%20187)

Schedule Full Time

Located Remotely? N

Position Type Non-Management

JOB SUMMARY

W Rome is currently casting for a Night Supervisor.

Reporting to the Welcome Office Manager, the Night Supervisor oversees all welcome office operations during the overnight shift while ensuring that the highest levels of hospitality and service are provided during the overnight shift.

About us

W Rome redefines the luxury hotel scene of the Eternal City through its informal yet impeccable Whatever/Whenever service and trademark high energy. It is the perfect match for the duality of the Italian, between reverence for tradition and defiance of expectations, a magnetic social hub shedding light on the future of the Eternal City.

The impact you’ll make

Our jobs aren’t just about giving guests a directions or special arrangements. Instead, we want to build and experience that is memorable and unique. Our Night Welcome Desk Supervisor takes the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, they make transactions feel like part of the W experience.

First impressions are everything. And you’ll set the tone for every guest’s stay. With a genuinely warm welcome, you’ll be ready with answers to any questions and happy to offer information about hotel services, facilities and the local area. Anything to help make their visit that bit more special.

What we offer

• Join the dream team of the first W Hotel in Italy

• Professional career progression at international level in Marriott International

• Learning and development opportunities online, on the job and in class

• Discounts on hotel rooms, gift shop items, food and beverage

• Disruptive management & motivated and engaging Talents

• Charity events, Wellbeing activities through the TakeCare program

• Canteen service and uniform

What you’ll do

• Completes end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.

• Process all payment types such as room charges, cash, checks, debit, or credit.

• Print contingency lists to have a record of all guests in case of emergency.

• Sell a room/accommodation to guests without reservations based on availability.

• Operate telephone switchboard station, process requests for wake-up calls, and advise guest of any messages.

• Complete the Room Rate Variance Report.

• Process all guest check-ins and assign room.

• Activate or reissue room keys using electronic key machine.

• Count bank at end of shift and secure bank.

• Balance and drop receipts according to Accounting specifications

• Ensure checks that come from outlets (e.g., health club, retail shop, F&B) are scanned and charged to room.

• Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.

• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.

• Ensure rates match market codes and that any exceptions are documented and include an explanation.

• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.

• File guest paperwork or documentation.

• Advise guest of any messages (e.g., voicemail, mail) received for them, and send to room if required.

• Sell a room/accommodation to guests without reservations based on availability.

• Assign room according to guest request and preferences whenever possible.

• Reviews financial statements, sales and activity reports, and other performance data

• 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 agents are 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.

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.

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.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests’ service needs in a professional, positive, and timely manner.

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.

• Thank guests with genuine appreciation and provide a fond farewell.

• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

• Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Assist other employees to ensure proper coverage and prompt guest service.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

• Provide assistance to coworkers, ensuring they understand their tasks.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.

• Develop and maintain positive and productive working relationships with other employees and departments.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Check-in/Check-out

• Ensure checks that come from outlets (e.g., health club, retail shop, F&B) are scanned and charged to room.

• Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.

• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.

• Ensure rates match market codes and that any exceptions are documented and include an explanation.

• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.

• File guest paperwork or documentation.

• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.

• Sell a room/accommodation to guests without reservations based on availability.

• Assign room according to guest request and preferences whenever possible.

Communications

• Operate telephone switchboard station in order to answer telephone calls.

• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.

Reports/Recordkeeping

• Print contingency lists to have a record of all guests in case of emergency.

• Complete the Room Rate Variance Report.

Guest Services

• Accept and record wake-up call requests and deliver to appropriate department.

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.

• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

• Count bank at end of shift and secure bank.

• Balance and drop receipts according to Accounting specifications.

Finance-Related

• Complete end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.

What we’re looking for

• Previous experience of at least 1-2 yrs in guest services, front desk in a luxury or lifestyle hotel

• Available to work during the night shift on a regular basis

• Excellent verbal and written communications skills in Italian and English

• Technical knowledge of GXP, Opera and Alice system is an advantage

• Understanding of rooms operations and luxury hospitality

• Strong planning, organizing and follow up skills required with a focus on details

• Strong computer literacy (Microsoft Outlook, Word)

• A warm, people-oriented demeanor and a team-first attitude

• Positive outlook and outgoing personality

• Flexibility, problem-solving skills and multi-tasking ability

• High school diploma or GED or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration

Explore our very big world

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

You’re welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.