Front Desk Supervisor

CSM Careers • Eden Prairie, MN

5d

About The Position

The Front Desk Supervisor oversees front desk operations and assists guests with check-in and check-out, reservations, billing, and special requests in a friendly, professional, and timely manner. The role ensures CSM quality standards and guest-service expectations are met while supporting positive employee relations and financial results.

The supervisor works alongside front desk staff to train and model service standards, holds associates accountable for anticipating guest needs, and responds to guest concerns with a focus on service recovery. The position also supports revenue and occupancy goals through room and amenity upselling, effective selling practices, and improvements to front desk operations.

This role is responsible for interviewing, hiring, coaching, evaluating, and developing front office associates; maintaining training records; and working with the manager on discipline and termination decisions. It also helps manage labor through scheduling and adjustments, attends department and hotel meetings, conducts routine inspections, and ensures a clean and safe workplace in accordance with CSM procedures and applicable regulations.

Requirements

• At least 2 years of prior guest-service experience; hospitality experience preferred.
• Basic computer knowledge.
• Excellent verbal skills and good communication skills.
• Attention to detail and a customer-focused approach.
• Ability to perform job duties in a fast-paced environment.
• Leadership ability and strong organizational skills.
• High degree of creativity for efficient problem solving.
• Ability to manage multiple priorities amid frequent interruptions and tight deadlines.
• High school diploma or equivalent required.
• Ability to lift, push, and pull up to 75 pounds occasionally.

Nice To Haves

• Hospitality-setting guest-service experience.
• Some college or a college degree.

Responsibilities

• Ensure guest satisfaction by meeting service standards and responding promptly to guest needs and concerns, including service recovery when applicable.
• Work alongside staff to train and model guest-service standards and hold employees accountable for anticipating needs and exceeding guest expectations.
• Process check-ins and check-outs, verify billing, create reservations, and handle special requests.
• Provide guests with information about the hotel property, local attractions, and hotel outlet and service hours.
• Help achieve revenue goals by developing and implementing service programs that improve guest satisfaction.
• Interview, hire, coach, and develop front office associates; evaluate performance and provide feedback to ensure standards are met.
• Work with the manager to deliver discipline or corrective action and make termination decisions.
• Motivate staff by setting goals, providing ongoing feedback, and recognizing or rewarding employees.
• Ensure department employees complete required training and that training records are maintained.
• Analyze quality issues, identify training needs, recommend changes, and ensure improvements are implemented.
• Use available resources and follow CSM training policies and Standard Operating Procedures.
• Promote collaboration and a positive, professional work environment.
• Assist with labor management through appropriate scheduling, monitoring, and adjustments based on business needs.
• Follow selling techniques and ensure strategies are used to maximize room revenue.
• Monitor room availability and follow restrictions, booking policies, and procedures.
• Increase sales and maximize revenue by upselling rooms and amenities.
• Suggest and implement front desk operational changes as needed to maximize revenue and occupancy.
• Attend daily, weekly, and/or monthly department or hotel meetings to support communication and planning.
• Conduct routine inspections of front desk operations to maintain CSM standards and comply with local, state, and federal regulations.
• Maintain a clean and safe work environment and follow CSM procedures for guest and employee incidents.
• Manage multiple priorities in a fast-paced environment with frequent interruptions and tight deadlines.

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 critical illness, hospital indemnity, accident, pet insurance, and identity theft benefits.
• Time off.
• Scholarship program.
• Hotel discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED