Front Desk Supervisor | Courtyard Bloomington

CSM Corporation•Bloomington, MN

7d•$18 - $21•Onsite

About The Position

The Front Desk Supervisor is responsible for ensuring guest satisfaction by meeting service standards and addressing guest needs and concerns promptly, with a focus on service recovery. This role involves training and mentoring staff, processing guest check-ins and check-outs, managing reservations, and assisting guests with information about the hotel and local attractions. The supervisor also plays a key role in achieving revenue goals through service programs, staff development, performance evaluation, and motivating the team. Additionally, they are involved in labor management, sales strategies, and maintaining operational standards and a safe work environment.

Requirements

High school diploma or GED
Must have previous hotel front desk or operations experience
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.

Nice To Haves

Preferred one (1) year of previous hotel front desk or operations experience.
Experience with: Fosse, Marsha, PDQ, Quore, and MGS are preferred but not required.

Responsibilities

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.
Process check-ins and check-outs, 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.
Utilizes available resources and adheres to CSM training policies.
Promotes collaboration and positive, professional work environment.
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.
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.

Benefits

medical, dental and vision insurance plans
company-paid life insurance
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