Front Desk Supervisor | Courtyard, Natick

CSM Careers•Natick, MA

3d•Onsite

About The Position

This position is responsible for the supervision of front desk operations; assisting guests upon check-in/out, processing reservations in a friendly, professional and timely manner, while following CSM high standards of quality to ensure guest satisfaction. Effective supervision 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. Anticipates and responds to guests in a friendly and positive manner. Process check-ins and check-outs, verify billing, create reservations, and process special requests. Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services. Assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction. Responsible for interviewing, hiring, coaching, and development of front office associates. Evaluates staff performance and coaches to ensure standards are met. Works in conjunction with manager to deliver discipline/corrective action and make termination decisions. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees. Ensures all required training for department employees is completed and training records are maintained. Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results. Responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs. Follows proper selling techniques and ensures strategies are utilized to maximize room revenues. Monitors room availability, follows restrictions, and all booking policies and procedures. Drives sales and maximizes revenue by up-selling rooms and amenities. Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy. Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs.

Requirements

2+ years prior guest service experience required, preferably in a hospitality setting.
Basic computer knowledge.
Excellent verbal skills.
Attention to detail.
Customer focused.
Ability to perform job duties in a fast-paced environment.
High attention to detail, good communication skills and leadership ability.

Nice To Haves

Some college or college degree preferred.

Responsibilities

Supervise front desk operations.
Assist guests upon check-in/out.
Process reservations in a friendly, professional, and timely manner.
Ensure guest satisfaction by meeting service standards and responding to guest needs and concerns.
Train and model appropriate guest service standards for staff.
Hold staff members accountable for anticipating needs and exceeding guest expectations.
Process check-ins and check-outs, verify billing, create reservations, and process special requests.
Assist guests by providing knowledge of hotel property, local attractions, and hours of operation.
Develop and implement creative service programs to increase guest satisfaction and achieve revenue goals.
Interview, hire, coach, and develop front office associates.
Evaluate staff performance and provide coaching.
Work with management on discipline, corrective action, and termination decisions.
Motivate staff by setting goals, providing feedback, and recognizing employees.
Ensure completion of required training and maintain training records.
Analyze quality issues, identify training needs, and suggest/implement changes.
Assist in effective labor management through proper scheduling and monitoring.
Utilize proper selling techniques and strategies to maximize room revenues.
Monitor room availability, restrictions, and booking policies.
Drive sales and maximize revenue by up-selling rooms and amenities.
Suggest and implement changes to front desk operations to maximize revenue and occupancy.
Attend department/hotel meetings.