Front Desk Supervisor - Utah State University

Overview:

The Front Desk Supervisor (Supervisor I) manages all aspects of the University Inn Front Desk & Breakfast including but not limited to operations, planning, budgeting, staffing, training, and payroll in accordance with University Inn (UI) policies and procedures. The Front Desk Supervisor provides leadership, training, and support to all members of the Front Office & Breakfast teams, implements, and enforces the UI Standards of Excellence in all areas supervised. Serves as the back-up to the Systems Administrator for the Property Management System, NEC Telephone System, Dormakaba-Saflok (door-locking system), Ambiance and iHotelier/TravelClick. Our ideal candidate has a proven track record of delivering results, leading by example, and serving guests and employees.

Responsibilities:

• Manage and monitor all activities of the University Inn Attendants (10 – 12 part-time Front Office Attendants and 2 – 3 part-time Breakfast Attendants) in making sure they adhere the standards of excellence and to the guidelines set in the UI employee handbook, USU and UI policies and procedures, PCI Compliance, coaching, training, and correcting where needed.
• Always maintain a professional and high-quality customer service-oriented environment.
• Act as liaison with the University Inn Front Office & Breakfast staff, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Inform all Front Office & Breakfast staff of daily activities, groups, and VIP arrivals as well as special requests and repeat guests. Check accommodation, making sure any special requests are carried out accordingly and assist at the front desk as needed. Put thinking into action with PDCA (Plan Do Check Adjust/Act).
• Undertake full responsibility for Scheduling (24/7), Monitoring Labor and approval of Payroll for the University Inn Front Office & Breakfast.
• Undertake full responsibility for managing operating expenses and purchasing for the University Inn Front Office & Breakfast.
• Set Front Office Budget, monitor, reconcile and project monthly Profit & Loss. Oversee cash handling throughout the year. Supervise Upsell program at the Front Office and work with the General Manager to maximize revenue for the University Inn.
• Prepare and Distribute Daily, Monthly, Quarterly and Annual Reports.
• Collaborate & Focus the Front Office & Breakfast staff to create high impact Wildly Important Goals (WIGS) that align with the overall UI WIG. Create a powerful scoreboard to measure wins and hold the Front Office & Breakfast staff accountable.
• Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
• Coordinate daily activities with the Group Sales Coordinator and the General Manager.
• Hold monthly team meetings and 1 on 1 meetings, keep staff informed of all activities in the University Inn, reinforce Standards of Excellence, and promote a strong team atmosphere and learning environment.
• Conduct dynamic onboarding training.
• Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff are fully trained in emergency procedures. This position is a member of the UI emergency response team.
• Nominate and recognize Front Office and Breakfast staff accomplishments and success through the monthly UI Employee of the Month program and with the American Hotel & Lodging Association and Utah Hotel & Lodging Association Stars of the Industry annual awards.
• Measure performance of self, make improvements and takes appropriate corrective action.
• Comes to well-reasoned conclusions, solutions, and approaches to problems

Qualifications:

Minimum Qualifications:

• Three years of experience in a related field with one year of experience supervising others; or an equivalent of combination of education plus experience is required.

Knowledge, Skills, and Abilities:

1. Skilled in the use of computers.
2. Records maintenance skills.
3. Skilled in organizing resources and establishing priorities.
4. Ability to analyze and solve problems.
5. Ability to make administrative/procedural decisions and judgments.
6. Ability to train and supervise employees, including organizing, prioritizing, and scheduling work assignments.
7. Ability to foster a cooperative work environment.
8. Employee development and performance management skills.
9. Ability to offer leadership to subordinate staff in area of expertise.

Required Documents:

Along with the online application, please attach:

1. Resume to be uploaded at the beginning of your application in the Candidate Profile under “Resume/CV”

2. Cover letter to be typed/pasted at the end of your application 

 

**Document size may not exceed 10 MB.**

Advertised Salary:Commensurate with experience, plus excellent benefitsADA:

Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes.  The employee is regularly required to sit and often uses repetitive hand motions.

University Highlights:

Founded in 1888, Utah State University is Utah’s premier land-grant, public service university, with a strong commitment to excellence, access, and inclusion, empowering people to lead successful lives of involvement, innovation, and impact. Utah State provides high-quality education to 27,500-plus students locations throughout the state, including at three residential campuses, eight statewide campuses, and 23 education centers. USU Online educates students from all 50 states and 55 countries. For over 25 years, USU Extension has served and engaged Utahns in all of Utah’s counties. As an R1 research institution, Utah State is dedicated to advancing knowledge through research and scholarly activities, providing a high-quality undergraduate and graduate education at an affordable price.

 

Utah State is committed to cultivating a community of inclusive excellence where all perspectives, values, cultures, and identities are acknowledged, welcomed, and valued. We seek to recruit, hire, and retain people from all walks of life who will champion excellence in education, research, discovery, outreach, and service. We believe that promoting a strong sense of community and belonging empowers and engages all members of USU to thrive and be successful. Forbes recognized our commitment to employees when they named Utah State the best employer in Utah in 2023. Learn more about USU. 

 

The university provides a Dual Career Assistance Program to support careers for partners who are also seeking employment. Additionally, USU is committed to providing access and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation for a disability, contact the university’s ADA Coordinator in the Office of Human Resources at (435) 797-0122 or hr@usu.edu. 

 

About the Region

U.S. News and World Report ranked Utah first for its strong economy, fiscal stability, education, and health care. Outstanding outdoor recreational opportunities abound throughout the state, including five national parks, 43 state parks and recreation areas, and 15 alpine ski resorts. The home of USU’s main campus, Logan, is a city of 54,000-plus people in a picturesque mountain valley 80 miles north of Salt Lake City. The Logan metro area claimed the top spot in the Milken Institute’s 2022 ranking for best-performing small cities in the nation. 

 

*updated 04/2024

Notice of Non-discrimination:

In its programs and activities, including in admissions and employment, Utah State University does not discriminate or tolerate discrimination, including harassment, based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity or expression, disability, status as a protected veteran, or any other status protected by University policy, Title IX, or any other federal, state, or local law.

The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USU’s non-discrimination policies:

 

Executive Director of the Office of Equity Matthew Pinner, discrimination@usu.edu, Distance Education Rm. 401, 435-797-1266

Title IX Coordinator Cody Carmichael, titleix@usu.edu, Distance Education Rm. 404, 435-797-1266

Mailing address: 5100 Old Main Hill, Logan, UT 84322

For further information regarding non-discrimination, please visit https://equity.usu.edu/, or contact:

U.S. Department of Education, Office of Assistant Secretary for Civil Rights, 800-421-3481, OCR@ed.gov

*updated 09/2023