Hyde Johannesburg Rosebank
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Overnight Front Desk Supervisor
role at
Hyde Johannesburg Rosebank Overview
This position supports Guest Services under the guidance of the Front Desk Manager, ensuring an efficient and organized front office operation, acting as the main contact for internal and external guests, and improving interdepartmental communication to resolve guest issues and requests. The role provides leadership and direction for the Guest Services Department, including training, motivating and managing staff. Responsibilities
Determine work procedures, prepare work schedules, and expedite workflow; assign duties and review work for accuracy and adherence to policies; standardize procedures to improve efficiency. Address errors and guest concerns; keep records of room availability and rates; make, confirm and cancel reservations. Block rooms for VIPs, balance and assign rooms, and track no-show guests. Understand and enforce hotel and company credit policies; utilize yield management policies to maximize revenue and occupancy; work with sales to implement strategies to maximize room revenue. Answer phone calls promptly and courteously; be knowledgeable about rates, specials, operations and hotel layout; input reservation information and understand reservation policies (guarantees, cancellations, no-shows). Respond to guest inquiries in a timely and personable manner and follow up on requests to ensure satisfaction. Process advance deposits and balance shift audits; manage daily correspondence and maintain files; participate in departmental meetings and support daily operations. Create and maintain positive relationships with other departments; be knowledgeable about spa services and third-party weekend reservations as needed. Attend trainings and meetings; comply with company rules and standards; perform related tasks to provide exceptional guest service. Additional Responsibilities
Communicate effectively to provide clear direction to venue teams; maintain a calm and alert demeanor during emergencies or high-activity periods. Make decisions using experience and sound judgment; adapt procedures for unusual situations. Operational Compliance
Health and Safety; Food Hygiene; Maintenance; Emergency Procedures; Liquor Licensing. Supportive and Other Functions
Attend mandatory meetings; participate in community events and corporate responsibility goals. Utilize Microsoft Office, Opera, GoConcierge, HotSOS, ADP, OpenTable and other systems; keep area clean and organized; protect confidential documents; shred or pulverize disposed documents containing PII. Perform additional duties as assigned; demonstrate positive leadership; ensure compliance with policies and procedures. Qualifications
High School Diploma or equivalent required; Bachelor’s Degree preferred. Minimum two years’ experience in reservations, one year in front desk operations, and one year in direct sales or retail; or equivalent combination; preferably in an upscale or lifestyle brand hotel. Proven team leader with energy and alignment to company values; proficient understanding of computer systems (e.g., Opera, GoConcierge, HotSOS, Word, Excel, Outlook). Ability to multitask, work in a fast-paced environment, and maintain attention to detail; excellent communication skills in English; able to stand for long periods and lift up to 50 lbs, with occasional pushing/pulling up to 150 lbs with equipment. Knowledge of federal, state and local employment laws; ability to work indoors/outdoors as needed; ability to work independently and in teams. Any other reasonable duties as assigned by the supervisor or manager; a service-oriented approach to guest experiences. Other
All information will be kept confidential according to EEO guidelines. Completion of application fields (name, email, phone, resume) is required; consent to data collection per privacy policy. Additional language ability preferred. This job description reflects essential duties and responsibilities and is not all-inclusive. Regular attendance and flexibility to work varying schedules are essential due to the hospitality industry.
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Overnight Front Desk Supervisor
role at
Hyde Johannesburg Rosebank Overview
This position supports Guest Services under the guidance of the Front Desk Manager, ensuring an efficient and organized front office operation, acting as the main contact for internal and external guests, and improving interdepartmental communication to resolve guest issues and requests. The role provides leadership and direction for the Guest Services Department, including training, motivating and managing staff. Responsibilities
Determine work procedures, prepare work schedules, and expedite workflow; assign duties and review work for accuracy and adherence to policies; standardize procedures to improve efficiency. Address errors and guest concerns; keep records of room availability and rates; make, confirm and cancel reservations. Block rooms for VIPs, balance and assign rooms, and track no-show guests. Understand and enforce hotel and company credit policies; utilize yield management policies to maximize revenue and occupancy; work with sales to implement strategies to maximize room revenue. Answer phone calls promptly and courteously; be knowledgeable about rates, specials, operations and hotel layout; input reservation information and understand reservation policies (guarantees, cancellations, no-shows). Respond to guest inquiries in a timely and personable manner and follow up on requests to ensure satisfaction. Process advance deposits and balance shift audits; manage daily correspondence and maintain files; participate in departmental meetings and support daily operations. Create and maintain positive relationships with other departments; be knowledgeable about spa services and third-party weekend reservations as needed. Attend trainings and meetings; comply with company rules and standards; perform related tasks to provide exceptional guest service. Additional Responsibilities
Communicate effectively to provide clear direction to venue teams; maintain a calm and alert demeanor during emergencies or high-activity periods. Make decisions using experience and sound judgment; adapt procedures for unusual situations. Operational Compliance
Health and Safety; Food Hygiene; Maintenance; Emergency Procedures; Liquor Licensing. Supportive and Other Functions
Attend mandatory meetings; participate in community events and corporate responsibility goals. Utilize Microsoft Office, Opera, GoConcierge, HotSOS, ADP, OpenTable and other systems; keep area clean and organized; protect confidential documents; shred or pulverize disposed documents containing PII. Perform additional duties as assigned; demonstrate positive leadership; ensure compliance with policies and procedures. Qualifications
High School Diploma or equivalent required; Bachelor’s Degree preferred. Minimum two years’ experience in reservations, one year in front desk operations, and one year in direct sales or retail; or equivalent combination; preferably in an upscale or lifestyle brand hotel. Proven team leader with energy and alignment to company values; proficient understanding of computer systems (e.g., Opera, GoConcierge, HotSOS, Word, Excel, Outlook). Ability to multitask, work in a fast-paced environment, and maintain attention to detail; excellent communication skills in English; able to stand for long periods and lift up to 50 lbs, with occasional pushing/pulling up to 150 lbs with equipment. Knowledge of federal, state and local employment laws; ability to work indoors/outdoors as needed; ability to work independently and in teams. Any other reasonable duties as assigned by the supervisor or manager; a service-oriented approach to guest experiences. Other
All information will be kept confidential according to EEO guidelines. Completion of application fields (name, email, phone, resume) is required; consent to data collection per privacy policy. Additional language ability preferred. This job description reflects essential duties and responsibilities and is not all-inclusive. Regular attendance and flexibility to work varying schedules are essential due to the hospitality industry.
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