Front Desk Supervisor

CSM Corporation • Eden Prairie, MN

8d

About The Position

The Front Desk Supervisor oversees front desk operations, assists guests with check-in and check-out, and processes reservations in a friendly, professional, and timely manner while following CSM quality standards. The role supervises and develops front office associates, supports guest satisfaction and positive employee relations, and contributes to financial results by managing labor and maximizing room revenue and occupancy.

Requirements

• At least 2 years of prior guest service experience.
• Basic computer knowledge.
• Excellent verbal communication 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 in problem solving.
• Ability to manage multiple priorities and work amid frequent interruptions and tight deadlines.

Responsibilities

• Ensure guest satisfaction by meeting service standards, responding promptly to guest needs and concerns, and providing service recovery when applicable.
• Work alongside staff to train them and model appropriate guest service standards.
• Hold staff accountable for anticipating guest needs and exceeding expectations.
• Welcome and assist guests in a friendly and positive manner.
• Process check-ins and check-outs, verify billing, create reservations, and process 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 staff performance and coach employees to meet standards.
• Work with the manager on discipline and corrective action and participate in termination decisions.
• Motivate staff through goal setting, ongoing feedback, and employee recognition.
• Ensure required departmental training is completed and training records are maintained.
• Analyze quality issues, identify training needs, suggest changes, and ensure improvements are implemented.
• Use available resources and follow CSM training policies.
• Promote collaboration and a positive, professional work environment.
• Assist with labor management by scheduling, monitoring, and adjusting staffing based on business needs.
• Use proper selling techniques and ensure strategies are applied to maximize room revenue.
• Monitor room availability and follow restrictions, booking policies, and procedures.
• Drive 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 monthly department or hotel meetings to support communication and planning.
• Follow CSM Standard Operating Procedures.
• 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.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Company-paid life insurance
• Short-term disability coverage
• Long-term disability coverage for eligible employees
• 401(k) plan with company match
• Tuition reimbursement
• Voluntary critical illness, hospital indemnity, accident, pet, and identity theft benefits
• Time off
• Scholarship program
• Hotel discounts

What This Job Offers

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