Guest Services Supervisor - Harrison Golf Resort

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the State Park Inns:

The Indiana State Park Inns are one of the oldest state parks lodging systems in the country. We proudly operate seven unique and beautiful facilities throughout our great state of Indiana that offer a unique experience for guests to enjoy the sights and sounds of nature and make memories naturally!

Fort Harrison Inn is nestled on a scenic knoll within the serene Fort Harrison State Park in Lawrence, Indiana. The Inn features 28 guest rooms, the Harrison House, the Officer Homes, the Garrison Restaurant, banquet/conference space, and the Fort Golf Resort.

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

• Maintain complete knowledge at all times of:
  • All hotel features/services, and hours of operation.
  • All room types, numbers, layout, decor, appointments, and location.
  • All room rates, special packages, and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations, and times.
  • All hotel and departmental policies and procedures.
• Prepare, maintain, and submit monthly schedules for guest services staff. Ensure that staff report to work as scheduled. Document any late or absent employees.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.
• Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations that could compromise the department's standards and delegate these tasks.
• Conduct pre-shift meetings with staff and review all information pertinent to the day's business.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to hotel standards.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Check the Front Desk and storage areas for proper supplies, organization, and cleanliness.
• Monitor the check-in/check-out process, ensuring agreement with hotel standards, anticipate critical situations, and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Assist staff with their job functions to ensure optimum service to guests.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
• Promote positive guest relations at all times.
• Adhere to hotel requirements for guest and employee accidents or injuries and in emergency situations.
• Ensure security of guest room access.
• Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures.
• Anticipate low occupancy periods and coordinate blocking of rooms with the Executive Housekeeper to maximize labor costs, deep cleaning, and maintenance of rooms.
• Work closely with Housekeeping management to ensure the accurate status of each room, the readiness of rooms for check-in and to report guest concerns.
• Review all out-of-order rooms daily with respective departments to determine the most current status and the estimated date for return to room inventory.
• Print special requests report and block according to specifications.
• Print and review upcoming & in-house groups; check accuracy by communicating with the Sales Department.
• Respond to all issues promptly.

• High school graduate or equivalent required, some college education preferred
• Previous experience in guest services
• Two years experience as a Front Office Supervisor or related position
• Must be able to satisfactorily communicate with guests, management and co-workers
• Ability to enforce hotel's standards, policies, and procedures with Front Desk staff.
• Ability to prioritize and organize work assignments; delegate work
• Ability to direct the performance of staff and follow up with corrections where needed
• Ability to be a clear thinker, analyze and resolve problems exercise good judgment
• Ability to input and access information into the system
• Ability to remain calm and courteous when consulting with demanding situations
• Ability to perform job functions to standards under pressure of multiple arrivals and departures
• Ability to ensure security and confidentiality of guest and hotel information
• Must be able to accurately compute mathematical calculations
• This role should expect to work afternoons, evenings, weekends, and holidays.
• Individuals may be required to…