Customer Service- Hotel Supervisor

2 weeks ago

West Des Moines, United States Steak N Shake Full time
About the Role


The Hotel Supervisor will be responsible for delivering exceptional experiences and operational excellence. Success in this role will be determined by consistently achieving all financial targets, and caring for our most important asset, our associates and guests.

What will you be doing?


  • Ensure achievement of property vision through well thought-out strategies, appropriate planning, and actions.
  • Create and maintain a customer-focused operation which excels in providing superior guest service and satisfaction.
  • Ensure the hotel and its staff actively engage in and support the community to include the GM’s involvement as a leader on committees, boards and/or other civic organizations.
  • Consistently deliver accurate forecasting and timely adjustments as required in staffing and other cost centers to ensure profit integrity.
  • Initiate new programs and revenue generating opportunities in response to evolving market conditions, ownership requests, and/or other factors.
  • Closely monitor the recruitment, development, mentorship, and performance of associates.
  • Act as role model of the culture to include effectively defining and integrating culture initiatives into hotel operations.
  • Inspire and direct the creation of appropriate programming and initiatives to drive operational and service excellence.
  • Oversee associate relations and provide leadership for all staff members.
  • Overall financial oversight and support of the accounting function.
  • Manage by “walking the hotel” and inspecting guest rooms, public areas, back of house, kitchens, outlets, spa facilities and outside of the property to ensure it maintains a high level of cleanliness and an overall first-class appearance.
  • Investigate and ensure corrective actions are in place for all deficiencies found via internal/external audits, property walkthroughs, safety inspections, guest or associate complaints, associate opinion surveys, etc.
  • Lead and support the efforts of a talented and established executive team.
  • Accomplish or address other duties and needs as assigned or as they arise.
What do you bring to the role?


             Proven history of associate engagement, development and success

             Strategic thinker as it relates to business leadership and revenue management

  • Ability to direct marketing and sales efforts to consistently position the property as the comp set leader
  • Proven track record as a brand and industry ambassador within ones market and community
  • Proficient at continuously gathering/analyzing competitive market intelligence
  • Capable of clearly communicating goals and objectives as well as inspiring hotel associates and leadership team to achieve those goals
  • Strong results orientation, i.e., delivering both timely and quality outcomes
  • Able to develop annual business plans/budgets and effectively drive and monitor performance against said plans/budgets
  • Strong financial acumen and understanding of P&L statements, property financials, forecasts, capital expenditure requests, etc.
  • Honest, trustworthy, discreet and careful with confidential information
  • Excellent verbal and written communication skills
  • Entrepreneurial savvy with an ability to drive creativity and innovation in others
  • Ability to read, write and speak English at a native level

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