Front Desk Supervisor

CSM Corporation; Eden Prairie (MN); Presencial; USD 23.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental and vision insurance

401(k) with company match

Tuition reimbursement

Long-term disability coverage

Hotel discounts

Descripción de la vacante

CSM Corporation is seeking a Front Desk Supervisor to oversee front desk operations, assist guests during check-in/check-out, and manage reservations with a focus on service quality and timely responses. The role involves supervising staff, ensuring guest satisfaction, and contributing to revenue goals by promoting hotel services.

Candidate should have at least 2 years of guest service experience, strong verbal communication, and basic computer skills.

Formación

• 2 years prior guest service experience required.
• Basic computer knowledge and excellent verbal skills.
• Attention to detail, customer focused and the ability to perform job duties in a fast paced environment.

Responsabilidades

• Supervise front desk operations to ensure guest satisfaction and smooth check-in/out processes.
• Train and model front desk service standards with staff.
• Hold staff accountable for anticipating needs and exceeding guest expectations.
• Process check-ins/check-outs, verify billing, create reservations and handle special requests.
• Provide guests with knowledge of hotel facilities, local attractions and hours of operation.
• Drive revenue by upselling rooms and amenities and promoting services.

Conocimientos

Guest service experience

Verbal communication

Basic computer knowledge

Educación

High school diploma

Some college or college degree preferred

Descripción del empleo

This position is responsible for the supervision of front desk operations; assisting guests upon check-in/out, processing reservations in a friendly, professional and timely manner, while following CSM high standards of quality to ensure guest satisfaction. Effective supervision of assigned staff to ensure guest satisfaction, positive employee relations and achievement of overall financial results.

Job Duties:

• 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.
• Anticipates and responds to guests in a friendly and positive manner.
• 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.
• Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs.
• 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.
• 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.

Competencies/Skills Required:

2 years prior guest service experience required, preferably in a hospitality setting. Basic computer knowledge and excellent verbal skills needed. Attention to detail, customer focused and the ability to perform job duties in a fast paced environment.

Education:

High school diploma or equivalent required some college or college degree preferred.

Physical Requirements:

Ability to lift, push and pull up to 75 pounds on an occasional basis.

Rate

$20.00 per hour

CSM Corporation offers a comprehensive benefits package to all regular full-time employees, designed to support the health, well-being, and financial security of our employees. Our benefits include medical, dental and vision insurance plans, company-paid life insurance and 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 and more! For benefits offered to regular part-time or on-call employees, please email [e-mail].