JOB SUMMARY
The Overnight Front Office Supervisor is responsible for overseeing overnight Front Office operations and ensuring a smooth, efficient, and high-quality guest experience throughout the night shift.
This role supervises front desk workflow, supports and guides front-line team members, and handles escalated guest requests and concerns with professionalism and care.
Aligned with MUWA Niseko's brand promise to "Step into the Exceptional" and guided by our core values of timeless value, sophisticated comfort, and exclusive experience, this position ensures every guest interaction reflects the resort's commitment to delivering personalized and unforgettable stays.
KEY RESPONSIBILITIES
Oversee overnight front desk operations to ensure smooth workflow and service excellence.
Supervise, support, and guide front office team members during the graveyard shift.
Coordinate and assign shift duties, ensuring all operational tasks are completed accurately and on time.
Monitor service standards and conduct regular checks to maintain quality, consistency, and brand presentation.
Handle and resolve guest requests, issues, and complaints promptly and courteously.
Act as the primary point of contact for escalated guest concerns during overnight hours.
Prepare and submit accurate shift reports and provide timely updates to the Front Office Manager.
Train, coach, and mentor new or junior staff to ensure operational readiness and confidence on shift.
Ensure the front desk and lobby areas remain clean, organized, and well-stocked with required supplies and materials.
Coordinate closely with other departments (Housekeeping, Engineering/Maintenance, Security, and F&B) to ensure seamless guest support overnight.
Uphold MUWA Niseko policies and procedures while maintaining a positive, professional, and guest-focused work environment.
SKILLS & QUALIFICATIONS
Had experience at least 2-3 years in a 5-star hotel or full-service property, including leading a team and involvement in budgeting and reporting.
Willing and able to work flexible hours, including weekends, holidays, and late nights.Works well individually and as part of a team, with strong leadership and consistent high performance in the property industry.
Handles stressful, high-pressure situations effectively, with excellent guest service skills and problem-solving abilities.Bilingual with a driver's license and knowledge of OPERA (PMS)The statements in this job description are intended to represent the key duties and level of work being performed.
They are not intended to be all responsibilities or qualifications of the job.Show more Show less
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