Front Desk Supervisor | Courtyard Bloomington

CSM Careers•Bloomington, MN

7d•Onsite

About The Position

The Front Desk Supervisor is 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. This role involves working side by side with staff to train and model appropriate guest service standards, and holding staff members accountable for anticipating needs and exceeding guest expectations. The supervisor will process check-ins and check-outs, verify billing, create reservations, and process special requests. They will assist guests by providing knowledge of the hotel property, local attractions, and hours of operation of hotel outlets and services. Additionally, the role assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction. The Front Desk Supervisor is responsible for interviewing, hiring, coaching, and development of front office associates, evaluating staff performance, and coaching to ensure standards are met. They work in conjunction with the manager to deliver discipline/corrective action and make termination decisions. This role motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees. They ensure all required training for department employees is completed and training records are maintained. The supervisor analyzes quality issues, identifies training needs, suggests changes, and ensures implementation to improve results, utilizing available resources and adhering to CSM training policies. They promote collaboration and a positive, professional work environment. The Front Desk Supervisor is responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs. They follow proper selling techniques and ensure strategies are utilized to maximize room revenues, monitor room availability, follow restrictions, and all booking policies and procedures. This role drives sales and maximizes revenue by up-selling rooms and amenities, and uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy. The position requires high attention to detail, good communication skills, leadership ability, excellent organization skills, a high degree of creativity to facilitate efficient problem solving, and the ability to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines. The supervisor adheres to all CSM Standard Operating Procedures and conducts routine inspections of front desk operations to maintain standards per CSM, local, state and federal regulations. They ensure a clean and safe work environment and follow all CSM procedures for guest/employee incidents.

Requirements

High school diploma or GED
Previous hotel front desk or operations experience
Must have high attention to detail
Good communication skills
Leadership ability
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

Nice To Haves

One (1) year of previous hotel front desk or operations experience
Experience with: Fosse, Marsha, PDQ, Quore, and MGS

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, 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.
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.
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.

Benefits

Medical insurance
Dental insurance
Vision insurance
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