Front Desk Supervisor | Courtyard, Denver Park Meadows

About the role

This position is responsible for the supervision of front desk operations, assisting guests upon check-in/out, processing reservations in a friendly, professional, and timely manner while following CSM’s high standards of quality to ensure guest satisfaction. The role involves effective supervision of assigned staff to ensure guest satisfaction, positive employee relations, and achievement of overall financial results.

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 and holds staff members accountable for anticipating needs and exceeding guest expectations.

Responsibilities

• Process check-ins and check-outs, verify billing, create reservations, and process special requests.
• Assist guests by providing knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Achieve business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.
• Interview, hire, coach, and develop front office associates; evaluate staff performance and provide ongoing feedback.
• Work in conjunction with the manager to deliver discipline, corrective action, and termination decisions.
• Motivate staff by setting goals, providing feedback, and recognizing/rewarding 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 a positive, professional work environment.
• Assist in effective labor management through proper scheduling, monitoring, and adjusting based on business needs.
• Follow proper selling techniques and strategies to maximize room revenues; monitor room availability and booking policies.
• Drive sales and maximize revenue by up-selling rooms and amenities.
• Suggest and implement changes to front desk operations to maximize revenue and occupancy.
• Attend daily, weekly, and/or monthly department/hotel meetings to ensure proper communication and planning.
• Conduct routine inspections of front desk operations to maintain standards per CSM, local, state, and federal regulations.
• Ensure a clean and safe work environment and follow all CSM procedures for guest/employee incidents.

Requirements

• 2+ years of prior guest service experience, preferably in a hospitality setting.
• Basic computer knowledge and excellent verbal skills.
• Attention to detail, customer-focused, and ability to perform job duties in a fast-paced environment.
• High school diploma or equivalent required; some college or a college degree preferred.

Skills

• High attention to detail and excellent communication and leadership ability.
• Strong organization skills and a high degree of creativity to facilitate efficient problem-solving.
• Ability to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines.

Pay

$20.00 - $22.00 per hour

Physical Requirements

Ability to lift, push, and pull up to 75 pounds on an occasional basis.