Job Information
State of Indiana Guest Services Supervisor - Spring Mill Inn in Mitchell, Indiana
Guest Services Supervisor - Spring Mill Inn
Date Posted: Aug 30, 2024
Requisition ID: 448644
Location:
Mitchell, IN, US, 47446
Work for IndianaBegin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a diverse 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.
At the State of Indiana, we don’t just talk about diversity and inclusion—we make it our goal to create a welcoming, accessible, and equitable workplace with a workforce that is representative of Indiana's population. As a proud equal opportunity employer, 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.
About the Indiana 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!
Spring Mill Inn is nestled within the beautiful Spring Mill State Park, in Mitchell, Indiana. The Inn features comfortable 73 guest rooms, the Millstone Dining Room, an indoor/outdoor pool, and banquet/conference space.
Role Overview:
The Guest Services Supervisor is responsible for overseeing the Front Desk of the Inn, its schedule, and all shifts and aspects of Guest Services. This Supervisory position assists in recruiting, training, reconciling cash, posting and adjusting payments and charges to guests, and ensuring a great stay for everyone. Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff. Cooperates and works with all other departments and managers of the Inn to ensure a seamless experience. Must be willing to work OT, weekends, and holidays and fill in any shift as needed.
Salary Statement:
The salary for this position traditionally starts at $31,668.00 but may be commensurate with education or work experience.
A Day in the Life:
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 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 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 the State 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 plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities
Deferred compensation 457B account (similar to 401k plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
150 hours of paid new parent leave
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
9 paid holidays/special event days
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
Free LinkedIn Learning access
Equal 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. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws.
If you are a qualified individual with a disability and require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [email protected] .
The State of Indiana has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.
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