Description

Position Overview:

We are seeking a dedicated and experienced Front Desk Supervisor to join our team at Hyatt Place Chicago/Itasca in Itasca, IL. The Front Desk Supervisor will be responsible for overseeing the daily operations of the front desk, ensuring exceptional guest service, and providing leadership and support to front desk staff. The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for hospitality.

Key Responsibilities:

Team Leadership:

- Supervise and coordinate the activities of front desk staff, including Front Desk Clerks and Bell Attendants.

- Provide training, guidance, and ongoing support to ensure staff are equipped to deliver exceptional guest service.

- Foster a positive work environment and promote teamwork and collaboration among team members.

Guest Satisfaction:

- Ensure all guests receive a warm welcome and personalized service upon arrival.

- Handle guest inquiries, requests, and complaints promptly and professionally.

- Monitor guest feedback and implement strategies to enhance guest satisfaction and loyalty.

Operational Management:

- Oversee daily front desk operations, including check-ins, check-outs, and reservations.

- Ensure accuracy and efficiency in all front desk procedures and transactions.

- Maintain high standards of cleanliness, organization, and presentation at the front desk area.

Revenue Optimization:

- Monitor room availability and occupancy levels to maximize revenue opportunities.

- Implement upselling techniques and promotional strategies to drive room sales and increase revenue.

- Assist with revenue management tasks, including rate setting and inventory management.

Staff Development:

- Conduct regular performance evaluations and provide feedback to front desk staff.

- Identify training needs and opportunities for skill development.

- Implement training programs to enhance staff knowledge and performance.

Administrative Tasks:

- Prepare and analyze front desk reports, including occupancy, revenue, and guest satisfaction metrics.

- Maintain accurate records of guest accounts, payments, and transactions.

- Assist with administrative duties, including answering phones, responding to emails, and processing reservations.

Requirements

Qualifications:

- High school diploma or equivalent; additional education in hospitality management or a related field preferred.

- Minimum of 2-3 years of experience in hotel front desk operations, with at least 1 year in a supervisory or leadership role.

- Strong leadership and team-building skills.

- Excellent communication and interpersonal abilities.

- Proficiency in hotel management software and MS Office Suite.

- Ability to work flexible hours, including nights, weekends, and holidays as needed.

Benefits:

- Competitive salary and performance-based bonuses.

- Comprehensive health, dental, and vision insurance.

- Retirement plan.

- Paid time off as per the hotel's policy outlined in the employee handbook.

- Professional development and career growth opportunities.

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