Front Desk Supervisor | Residence Inn, Denver Park Meadows

About the Role

This position is responsible for the supervision of front desk operations, ensuring guests receive friendly, professional, and timely service during check-in, check-out, and throughout their stay. You will oversee assigned staff to maintain high service standards, foster positive employee relations, and achieve financial results while prioritizing guest satisfaction and service recovery.

Responsibilities

• Supervise front desk operations to ensure adherence to CSM’s high standards of quality and guest satisfaction.
• Process check-ins, check-outs, verify billing, create reservations, and handle special guest requests.
• Train and model appropriate guest service standards, holding staff accountable for anticipating and exceeding guest expectations.
• Assist guests with knowledge of hotel property, local attractions, and hotel services.
• Develop and implement creative service programs to increase guest satisfaction and achieve business revenue goals.
• Interview, hire, coach, and develop front office associates; evaluate performance and provide ongoing feedback.
• Deliver discipline, corrective action, and termination decisions in conjunction with management.
• Motivate staff by setting goals, recognizing achievements, and fostering a positive, professional work environment.
• Ensure all required training for department employees is completed and training records are maintained.
• Analyze quality issues, identify training needs, and implement improvements to enhance service delivery.
• Promote collaboration and a professional work culture within the team.
• Assist in effective labor management through proper scheduling, monitoring, and adjustments based on business needs.
• Follow selling techniques to maximize room revenues, monitor room availability, and adhere to booking policies.
• Drive sales and revenue by up-selling rooms and amenities, and suggest operational changes to improve efficiency.
• Attend departmental and hotel meetings to ensure proper communication and planning.
• Conduct routine inspections of front desk operations to maintain compliance with CSM, local, state, and federal regulations.
• Ensure a clean and safe work environment, following all CSM procedures for guest and employee incidents.

Requirements

• 2+ years of prior guest service experience, preferably in a hospitality setting.
• Basic computer knowledge and excellent verbal communication skills.
• High attention to detail, customer-focused mindset, and ability to work in a fast-paced environment with frequent interruptions.
• Strong leadership, organization, and creative problem-solving skills.
• Ability to manage multiple priorities and meet tight deadlines.
• Adherence to all CSM Standard Operating Procedures.

Qualifications

• High school diploma or equivalent required; some college or a college degree preferred.

Physical Requirements

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