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Guest Services Supervisor

2 months ago

Waukesha, Wisconsin, United States CSM Corporation Full time

Position Title: Front Desk Manager

Job Category: Front Office

Requisition Number: FRONT003987

Overview:

The Front Desk Manager plays a pivotal role in delivering exceptional guest experiences while overseeing the daily operations of the front desk. This leadership position is essential for driving revenue, enhancing profitability, and maintaining high service quality.

Key Responsibilities:

  1. Ensure guest satisfaction by upholding service standards and promptly addressing guest needs and concerns.
  2. Lead by example, training staff to embody exemplary guest service practices.
  3. Hold team members accountable for anticipating guest needs and exceeding expectations.
  4. Develop and implement innovative service programs aimed at boosting guest satisfaction and achieving business revenue targets.
  5. Act as a Brand Champion, promoting the company’s values and standards.
  6. Manage expenses effectively to enhance hotel profitability.
  7. Oversee labor management through strategic scheduling and adjustments based on operational demands.
  8. Identify and implement cost-saving measures and efficient purchasing strategies to meet budgetary goals.
  9. Assist in preparing and managing the departmental budget.
  10. Maintain company assets within budgetary constraints while extending their lifespan.
  11. Utilize expertise to recommend and execute changes to front desk operations to optimize revenue and occupancy.
  12. Evaluate staff performance and take necessary corrective actions to ensure accountability.
  13. Motivate and engage staff through goal setting, continuous feedback, and recognition.
  14. Oversee the recruitment, training, and development of all front desk employees.
  15. Ensure all training requirements are met and training records are accurately maintained.
  16. Analyze quality issues, identify training needs, and implement solutions to enhance performance.
  17. Promote a collaborative and professional work environment.
  18. Participate in departmental and hotel meetings to facilitate effective communication and planning.
  19. Conduct regular inspections of front desk operations to uphold standards and compliance with regulations.
  20. Ensure a safe and clean work environment, adhering to all company procedures for guest and employee incidents.
  21. Proactively manage hotel inventory and develop strategies to maximize revenue.

Qualifications:

Minimum of 2 years in customer service and at least 1 year in a supervisory or management role is required. Candidates must demonstrate attention to detail, effective communication skills across all organizational levels, and the ability to solve problems collaboratively. The ability to manage multiple priorities in a dynamic environment is essential.

Education:

A high school diploma or GED is required; a college degree or equivalent experience is preferred.

Physical Requirements:

Ability to lift, push, or pull up to 75 pounds occasionally.