Front Desk Supervisor | Courtyard Bloomington

Job Duties * 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. * 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. * 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. Education / Experience:

• High school diploma or GED
• Must have previous hotel front desk or operations experience, preferred one

(1) year. * Experience with: Fosse, Marsha, PDQ, Quore, and MGS are preferred but not required. Rate: $18.00 USD - $21.00 USD per hour 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 View email address on click.appcast.io [View email address on click.appcast.io].