Guest Services Supervisor - Ft Harrison Golf Resort

About the role

The Indiana State Park Inns is seeking a Front Office Supervisor to join our team at Fort Harrison Inn. This role plays a crucial part in maintaining the high standards of our hospitality services.

Responsibilities

• Maintain complete knowledge of hotel features/services, room types, rates, and policies.
• Prepare and submit monthly schedules for guest services staff.
• Ensure staff report to work as scheduled and document any late or absent employees.
• Monitor and ensure compliance with cashiering procedures.
• Assign work duties and delegate tasks as needed.
• Conduct pre-shift meetings and provide feedback on staff performance.
• Handle disciplinary issues and counsel employees.
• Foster a cooperative working environment and maximize productivity.
• Check and monitor Front Desk and storage areas for proper supplies and cleanliness.
• Manage the check-in/check-out process and assist guests as needed.
• Anticipate and address guest needs, handle emergencies, and ensure security.
• Coordinate with Housekeeping to ensure accurate room statuses and maintenance.
• Respond to special requests and manage group bookings.

Requirements

• High school graduate or equivalent required, some college education preferred.
• Two years experience as a Front Office Supervisor or related position.
• Previous experience in guest services.
• Ability to effectively communicate with guests, management, and co-workers.
• Ability to enforce hotel standards, policies, and procedures.
• Ability to prioritize and organize work assignments.
• Ability to delegate work and direct staff performance.
• Clear thinking, problem-solving skills, and good judgment.
• Able to input and access information into the system.
• Able to remain calm and courteous under pressure.
• Able to perform job functions to standards under pressure.
• Must be able to accurately compute mathematical calculations.
• Must be able to wear an Indiana State Park Inns-provided uniform.
• Must be able to communicate effectively with coworkers and guests.
• Must be able to work afternoons, evenings, weekends, and holidays.

Qualifications

• Must be able to enforce hotel's standards, policies, and procedures with Front Desk staff.
• Must be able to prioritize and organize work assignments.
• Must be able to delegate work and direct the performance of staff.
• Must be able to analyze and resolve problems with good judgment.
• Must be able to input and access information into the system.
• Must be able to remain calm and courteous when dealing with demanding situations.
• Must be able to perform job functions to standards under pressure.
• Must be able to ensure security and confidentiality of guest and hotel information.

Skills

• Effective communication skills.
• Problem-solving abilities.
• Time management and organizational skills.
• Customer service orientation.
• Ability to enforce policies and procedures.

Benefits

• Comprehensive medical, vision, and dental plans.
• Wellness Rewards Program.
• Health savings account with employer match.
• Two fully-funded pension plans.
• Leave policies covering various needs.
• Group life insurance.
• Employee assistance program.
• Free parking for most positions.
• Free LinkedIn Learning access.

Pay

The salary for this position traditionally starts at $24,648.00 but may be commensurate with education or work experience.

Schedule

This role may be utilized in a supervisory capacity based on agency needs and must be able to work afternoons, evenings, weekends, and holidays.