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Guest Services Supervisor - Potawatomi Inn
Job
State of Indiana
Angola, IN (In Person)
Full-Time
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Job Description
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
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. What You'll Need for
Ability to prioritize and organize work assignments; delegate workAbility to direct the performance of staff and follow up with corrections where neededAbility to be a clear thinker, analyze and resolve problems exercise good judgmentAbility to input and access information into the systemAbility to remain calm and courteous when consulting with demanding situationsAbility to perform job functions to standards under pressure of multiple arrivals and departuresAbility to ensure security and confidentiality of guest and hotel informationMust be able to accurately compute mathematical calculationsThis role should expect to work afternoons, evenings, weekends, and holidays. Individuals may be required to wear an Indiana State Park Inns-provided uniform. Ability to hold effective communication with coworkers and guests and assist them as needed.
IN.gov.
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! The historic Potawatomi Inn, located within Pokagon State Park, sits along the shore of one of Indiana's largest lakes, Lake James, in Angola, Indiana. The inn features 126 guest rooms, 12 cabins, two onsite restaurants (Lakeview Restaurant and the Courtyard Café), an indoor pool, and 10,000 square feet of banquet/conference space.Salary Statement:
The salary for this position traditionally starts at $15.23/hr but may be commensurate with education or work experience. A Day in theLife:
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. What You'll Need for
Success:
High school graduate or equivalent required, some college education preferred Previous experience in guest servicesTwo years experience as a Front Office Supervisor or related positionMust be able to satisfactorily communicate with guests, management and co-workersAbility to enforce hotel's standards, policies, and procedures with Front Desk staff.Ability to prioritize and organize work assignments; delegate workAbility to direct the performance of staff and follow up with corrections where neededAbility to be a clear thinker, analyze and resolve problems exercise good judgmentAbility to input and access information into the systemAbility to remain calm and courteous when consulting with demanding situationsAbility to perform job functions to standards under pressure of multiple arrivals and departuresAbility to ensure security and confidentiality of guest and hotel informationMust be able to accurately compute mathematical calculationsThis role should expect to work afternoons, evenings, weekends, and holidays. Individuals may be required to wear an Indiana State Park Inns-provided uniform. Ability to hold effective communication with coworkers and guests and assist them as needed.
Supervisory Responsibilities/Direct Reports:
This role may be utilized in a supervisory capacity based on agency needs. Benefits of Employment with theState of Indiana:
The State of Indiana offers a comprehensive benefit package for full-time employees which includes: Three (3) medical plan options (including RX coverage) as well as vision and dental plansWellness Rewards Program:
Complete wellness activities to earn gift card rewardsHealth savings account, which includes bi-weekly state contributionDeferred compensation 457(b) account (similar to 401(k) plan) with employer matchTwo (2) fully-funded pension plan optionsA robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothersUp to 15 hours of paid community service leaveCombined 180 hours of paid vacation, personal, and sick leave time off9 paid holidays/special event daysEducation Reimbursement ProgramGroup life insuranceReferral Bonus programEmployee assistance program that allows for covered behavioral health visitsQualified employer for the Public Service Loan Forgiveness ProgramFree Parking for most positionsFree LinkedIn Learning accessEqual Employment Opportunity:
The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.