Front Desk Supervisor | Hyatt Place, Lansing East

CSM Corporation•Lansing, MI

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 follows CSM quality standards and supports guest satisfaction, positive employee relations, and financial results. The supervisor works alongside staff to model and train guest-service standards, responds to guest concerns with a focus on service recovery, and ensures employees anticipate needs and exceed expectations. The position supports front-office staffing and development through interviewing, hiring, coaching, performance evaluation, training, scheduling, and recognition. In conjunction with the manager, the supervisor helps deliver corrective action and make termination decisions. The role also monitors room availability and booking policies, applies selling strategies, and seeks opportunities to increase room revenue, occupancy, and guest satisfaction. It includes attending department and hotel meetings, inspecting front desk operations, following CSM procedures, and maintaining a clean and safe work environment.

Requirements

At least 2 years of prior guest-service experience.
Basic computer knowledge.
Excellent verbal skills.
Attention to detail and a customer-focused approach.
Ability to perform job duties in a fast-paced environment.
High school diploma or equivalent.
Ability to lift, push, and pull up to 75 pounds occasionally.

Nice To Haves

Guest-service experience in a hospitality setting.
Some college or a college degree.
Good communication skills and leadership ability.
Excellent organizational skills and creativity to facilitate efficient problem solving.
Ability to manage multiple priorities and work with frequent interruptions and tight deadlines.

Responsibilities

Supervise front desk operations and assist guests with check-in, check-out, reservations, billing, and special requests.
Ensure service standards are met and respond promptly to guest needs and concerns, using service recovery when appropriate.
Work alongside staff to train and model appropriate guest-service standards and hold staff accountable for anticipating needs and exceeding guest expectations.
Provide guests with information about the hotel property, local attractions, and hotel outlets and services.
Help achieve business revenue goals by developing and implementing service programs that increase guest satisfaction.
Interview, hire, coach, and develop front-office associates; evaluate performance and coach staff to meet standards.
Work with the manager on discipline, corrective action, and termination decisions.
Set goals, provide ongoing feedback, and recognize or reward employees to motivate staff.
Ensure required department training is completed and training records are maintained.
Analyze quality issues, identify training needs, suggest improvements, and ensure changes 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 by scheduling, monitoring staffing, and adjusting schedules based on business needs.
Use proper selling techniques and ensure strategies are followed to maximize room revenue.
Monitor room availability, restrictions, and booking policies and procedures.
Increase sales and revenue by up-selling rooms and amenities.
Suggest and implement front desk operational changes as needed to maximize revenue and occupancy.
Attend daily, weekly, and/or monthly department and hotel meetings to support communication and planning.
Conduct routine inspections of front desk operations to maintain standards and comply with CSM and local, state, and federal regulations.
Maintain a clean and safe work environment and follow CSM procedures for guest and employee incidents.