Front Desk/Office Manager-Courtyard by Marriott-Bloomington

CSM Careers•Bloomington, MN

3d•Onsite

About The Position

This position is responsible for ensuring outstanding guest service and effective operations of the front desk. Uses leadership skills to drive revenue, maximize profit and ensure quality. Effective management of assigned staff to ensure guest satisfaction, positive employee relations and achievement of overall financial results. Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable. Works side by side with staff to train and model appropriate guest service standards. Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations. Achieves business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction. Responsible for management of expenses to maximize hotel profitability. Responsible for effective labor management through proper scheduling, monitoring, and adjusting based on business needs. Seeks and implements cost saving measures and efficient purchasing strategies in order to meet/exceed budget for expenses. Follows CSM procurement guidelines and applies good business judgment. Assists with the preparation and management of the department budget. Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources. Uses expertise to advise and implement changes to front desk operations as needed, while maximizing revenue and occupancy. Responsible for evaluating staff performance and takes appropriate corrective action as needed to hold employees accountable. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees. Responsible for interviewing, hiring, coaching, and development of all employees. Responsible for all required training for department employees and ensuring training records are maintained. Analyzes quality issues, identifies training needs and ensures implementation to improve results. Utilizes available resources and adheres to CSM training policies. Promotes collaboration and positive, professional work environment. Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs. Responsible for all front desk initiatives. Must have high attention to detail, good communication skills and leadership ability. Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving. Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines. Adheres to all CSM Standard Operating Procedures. Conduct routine inspections of front desk operations to maintain standards per CSM, local, state and federal regulations. Ensures a clean and safe work environment, and follows all CSM procedures for guest/employee incidents.

Requirements

2+ years of customer service experience required.
1+ years of supervisory/management experience required.
Must be detail-oriented.
Must have the ability to communicate well with all levels within and outside the organization.
Must be able to problem-solve with employees and guests.
Must be able to manage multiple priorities in a fast-paced environment.
Demonstrates clear written and verbal communication skills.
High school diploma or GED required.

Nice To Haves

College degree or equivalent experience preferred.

Responsibilities

Ensuring outstanding guest service and effective operations of the front desk.
Driving revenue, maximizing profit, and ensuring quality through leadership skills.
Managing assigned staff to ensure guest satisfaction, positive employee relations, and achievement of overall financial results.
Ensuring service standards are met and guest needs/concerns are responded to promptly, with a focus on service recovery.
Training and modeling appropriate guest service standards by working alongside staff.
Holding staff accountable for anticipating needs and exceeding guest expectations.
Achieving business revenue goals through the development and implementation of creative service programs.
Managing expenses to maximize hotel profitability.
Effectively managing labor through proper scheduling, monitoring, and adjustments based on business needs.
Seeking and implementing cost-saving measures and efficient purchasing strategies.
Assisting with the preparation and management of the department budget.
Managing and maintaining company assets within budget guidelines.
Advising and implementing changes to front desk operations to maximize revenue and occupancy.
Evaluating staff performance and taking corrective action.
Motivating staff by setting goals, providing feedback, and recognizing employees.
Interviewing, hiring, coaching, and developing employees.
Ensuring all required training for department employees is completed and records are maintained.
Analyzing quality issues, identifying training needs, and implementing improvements.
Promoting collaboration and a positive, professional work environment.
Attending department/hotel meetings for communication and planning.
Overseeing all front desk initiatives.
Conducting routine inspections of front desk operations to maintain standards.
Ensuring a clean and safe work environment and following all procedures for guest/employee incidents.

Benefits

medical, dental and vision insurance plans
company-paid life insurance
company-paid short term disability coverage
company-paid long term disability coverage for eligible employees
401(k) plan with company match
tuition reimbursement
voluntary benefits (critical illness, hospital indemnity, accident insurance, pet insurance, identity theft)
time-off
scholarship program
generous hotel discounts