Front Desk Supervisor
2 weeks ago
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.
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