Guest Services Supervisor - Ft Harrison Inn

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

Benefits offered by this job

Medical options

Wellness rewards

HSA

Pension plans

Paid leave

Education reimbursement

Employee assistance

Job summary

State of Indiana’s Indiana State Park Inns seeks a Front Desk Supervisor to oversee guest services at Fort Harrison Inn in Lawrence, IN. You will manage schedules, supervise staff, ensure check-in/out efficiency, and uphold hotel standards.

The role offers competitive benefits and leaves with extensive state programs to support employees and families, reflecting Indiana’s commitment to service and hospitality.

Qualifications

• High school graduate or equivalent required.
• Experience in guest services.
• Two years experience as Front Office Supervisor or related position.
• Ability 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.

Responsibilities

• Maintain complete knowledge of all hotel features/services, hours of operation, room types, layout, decor and rates.
• Prepare, maintain, and submit monthly schedules for guest services staff; ensure staff report to work as scheduled.
• Monitor cashiering procedures for compliance with Accounting policies and standards.
• Assign work duties to staff and communicate changes; identify situations that could compromise standards.
• Conduct pre-shift meetings with staff and review day’s information.
• Provide feedback to staff on performance; handle disciplinary problems per hotel standards.
• Foster a cooperative working climate, maximize productivity and morale.
• Check Front Desk and storage areas for supplies and cleanliness.
• Monitor check-in/check-out process and assist to ensure expedient guest service.
• Assist staff with their duties to ensure optimum guest service.
• Anticipate guests’ needs and respond promptly; acknowledge all guests.
• Promote positive guest relations at all times.
• Adhere to hotel requirements for guest and employee safety and in emergencies.
• Ensure security and confidentiality of guest and hotel information.
• Anticipate overbooking and arrange alternative accommodations; walk guests as needed.
• Coordinate blocking of rooms with Executive Housekeeper during low occupancy.
• Work with Housekeeping to ensure room status accuracy and readiness for check-in.
• Review out-of-order rooms daily and estimate return dates.
• Print special requests report and coordinate with Sales for upcoming groups.
• Respond to all issues promptly.

Skills

Guest services

Communication skills

Customer service

Team supervision

Education

High school diploma or equivalent

Some college 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.

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.

Salary

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 to 401(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
• 9 paid holidays/special event days
• Education Reimbursement Program
• Group life insurance
• Referral Bonus program
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parking for most positions
• Free LinkedIn Learning access

Equal Employment Opportunity

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] .