Front Office Supervisor | TownePlace Suites, Minneapolis

Essential Duties And Responsibilities

• 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.
• Affords assistance to guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Achieves business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.

People Management and Training

• Evaluates staff performance and coaches to ensure standards are met.
• Works in conjunction with manager to deliver discipline/corrective action.
• 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.

Financial Results and Cost Control

• Assists 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.
• Maintains room availability, follows restrictions, and all booking policies and procedures.
• Drives sales and maximizes revenue by up-selling rooms and amenities.
• Suggests and implements changes to front desk operations as needed, while maximizing revenue and occupancy.

Self/Workload Management

• 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 and have reliable attendance behavior.
• Complies to CSM attendance policy in a predictable and reliable manner.

Safety/Risk Management

• 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.