Guest Services Supervisor - Ft Harrison Inn

Indiana; Indianapolis (IN); On-site; USD 29,000 - 35,000; Full time

Benefits offered by this job

Medical plan options

Wellness rewards program

Health savings account

Pension plan options

Job summary

Indiana State Park Inns is seeking a Front Office Supervisor to manage guest services at Fort Harrison Inn in Lawrence, IN. You will maintain knowledge of hotel operations, supervise front desk staff, and ensure exceptional guest experiences.

Responsibilities include scheduling, monitoring cashiering, enforcing standards, and coordinating with Housekeeping. Requires high school diploma and 2+ years in front desk leadership.

Qualifications

• High school diploma or equivalent required.
• Previous experience in guest services.
• Two years experience as a Front Office Supervisor or related position.
• Ability to communicate with guests, management and co-workers.
• Ability to enforce hotel standards, policies, and procedures with Front Desk staff.

Responsibilities

• Maintain knowledge of hotel features, room types, rates, and promotions.
• Prepare and submit monthly staff schedules and monitor attendance.
• Ensure cashiering procedures meet policies and standards.
• Supervise staff, provide feedback, and counsel when needed.
• Promote a cooperative climate and maximize productivity and morale.
• Monitor check-in/check-out process and assist guests as needed.
• Ensure security and confidentiality of guest and hotel information.

Skills

Guest services

Front office supervision

Communication

Education

High school diploma or equivalent

Some college education preferred

Job description

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Indiana State Park Inns:

The Indiana State Park Inns are one of the oldest state parks lodging systems in the country. We proudly operate seven unique and beautiful facilities throughout our great state of Indiana that offer a unique experience for guests to enjoy the sights and sounds of nature and make memories naturally!

Fort Harrison Inn is nestled on a scenic knoll within the serene Fort Harrison State Park in Lawrence, Indiana. The Inn features 28 guest rooms, the Harrison House, the Officer Homes, the Garrison Restaurant, banquet/conference space, and the Fort Golf Resort.

A Day in the Life:

• Maintain complete knowledge at all times of:
  • All hotel features/services, and hours of operation.
  • All room types, numbers, layout, decor, appointments, and location.
  • All room rates, special packages, and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations, and times.
  • All hotel and departmental policies and procedures.
• Prepare, maintain, and submit monthly schedules for guest services staff. Ensure that staff report to work as scheduled. Document any late or absent employees.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
• Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations that could compromise the department's standards and delegate these tasks.
• Conduct pre-shift meetings with staff and review all information pertinent to the day's business.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to hotel standards.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Check the Front Desk and storage areas for proper supplies, organization, and cleanliness.
• Monitor the check-in/check-out process, ensuring agreement with hotel standards, anticipate critical situations, and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Assist staff with their job functions to ensure optimum service to guests.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
• Promote positive guest relations at all times.
• Adhere to hotel requirements for guest and employee accidents or injuries and in emergency situations.
• Ensure security of guest room access.
• Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures.
• Anticipate low occupancy periods and coordinate blocking of rooms with the Executive Housekeeper to maximize labor costs, deep cleaning, and maintenance of rooms.
• Work closely with Housekeeping management to ensure the accurate status of each room, the readiness of rooms for check-in and to report guest concerns.
• Review all out-of-order rooms daily with respective departments to determine the most current status and the estimated date for return to room inventory.
• Print special requests report and block according to specifications.
• Print and review upcoming & in-house groups; check accuracy by communicating with the Sales Department.
• Respond to all issues promptly.

What You'll Need for Success:

• High school graduate or equivalent required, some college education preferred
• Previous experience in guest services
• Two years experience as a Front Office Supervisor or related position
• Must be able to satisfactorily communicate with guests, management and co-workers
• Ability to enforce hotel's standards, policies, and procedures with Front Desk staff.
• Ability to prioritize and organize work assignments; delegate work
• Ability to direct the performance of staff and follow up with corrections where needed
• Ability to be a clear thinker, analyze and resolve problems exercise good judgment
• Ability to input and access information into the system
• Ability to remain calm and courteous when consulting with demanding situations
• Ability to perform job functions to standards under pressure of multiple arrivals and departures
• Ability to ensure security and confidentiality of guest and hotel information
• Must be able to accurately compute mathematical calculations
• This role should expect to work afternoons, evenings, weekends, and holidays.
• Individuals may be required to wear an Indiana State Park Inns-provided uniform.
• Ability to hold effective communication with coworkers and guests and assist them as needed.

The salary for this position traditionally starts at $31,668.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b)account (similar to401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
• Combined 180 hours of paid vacation, personal, and sick leave time off
• Education Reimbursement Program
• Group life insurance
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parkingfor most positions
• Free LinkedIn Learningaccess

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [e-mail] .