What are the responsibilities and job description for the Front Desk Supervisor position at CSM Lodging Services Incorporated?
- 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.
Physical Requirements: Ability to lift, push and pull up to 75 pounds on an occasional basis.
CSM Corporation offers a comprehensive benefits package to all regular full-time employees, designed to support the health, well-being, and financial security of our employees. Our benefits include medical, dental and vision insurance plans, company-paid life insurance and short term disability coverage, company-paid long term disability coverage for eligible employees, 401(k) plan with company match, tuition reimbursement, voluntary benefits (critical illness, hospital indemnity, accident insurance, pet insurance, identity theft), time-off, scholarship program, generous hotel discounts and more! For benefits offered to regular part-time or on-call employees, please email benefits@csmcorp.net.
Equal Opportunity Employer
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