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Front Desk Supervisor

2 months ago

Bloomington, Illinois, United States CSM Corporation Full time

Job Summary

The Front Desk Supervisor is a key member of the CSM Corporation team, responsible for ensuring exceptional guest experiences at our hotel. This role requires a high level of attention to detail, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities

  • Supervise front desk operations to ensure efficient and friendly service to guests
  • Process check-ins and check-outs, verify billing, create reservations, and process special requests
  • Assist guests with knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services
  • Develop and implement creative service programs to increase guest satisfaction
  • Interview, hire, coach, and develop front office associates
  • Evaluate staff performance and coach to ensure standards are met
  • Work in conjunction with manager to deliver discipline/corrective action and make termination decisions
  • Motivate staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees
  • Ensure all required training for department employees is completed and training records are maintained
  • Analyze quality issues, identify training needs, suggest changes, and ensure implementation to improve results
  • Promote collaboration and positive, professional work environment
  • Assist in effective labor management through proper scheduling, monitoring, and adjusting based on business needs
  • Follow proper selling techniques and ensure strategies are utilized to maximize room revenues
  • Monitor room availability, follow restrictions, and all booking policies and procedures
  • Drive sales and maximize revenue by up-selling rooms and amenities
  • Use expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy
  • Attend all daily, weekly, and/or monthly department/hotel meetings to ensure proper communication/planning occurs

Requirements

  • 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
  • High school diploma or equivalent required; some college or college degree preferred
  • Ability to lift, push, and pull up to 75 pounds on an occasional basis

Competencies/Skills Required

  • Excellent communication and interpersonal skills
  • Strong problem-solving and analytical skills
  • Ability to work in a team environment and provide excellent customer service
  • Basic computer knowledge and proficiency in hotel management systems