At the heart of Radisson Hotel Group Americas is our brand promise, Every Moment Matters. More than just our motto, it’s how we do business and who we are at our core. We firmly believe that our people are at the center of our success, so we strive to provide a meaningful employment experience with a focus on developing our team’s talents.

Radisson Hotel Group Americas is proud to be one of the world’s leading hotel groups, with nine distinctive hotel brands featuring more than 600 hotels throughout the US, Canada, and Latin America. Our portfolio includes Radisson Collection, Radisson Blu, Radisson, Radisson RED, Radisson Individuals, Radisson Inn & Suites, Park Plaza, Park Inn by Radisson, and Country Inn & Suites by Radisson.

Unique. Stylish. Entirely Radisson Blu. Upper Upscale by industry definition. First class in any other language. High on design and style, all wrapped up in a Yes I Can! Attitude. The Radisson Blu Mall of America features 500 design forward guest rooms, unique spaces and over 26,000 square feet of meeting space, and is the first hotel connected to the Mall of America.

The position of the Front Office Supervisor requires an ability to provide superior guest service in a fast-paced, upscale environment.

Key Responsibilities

Receives and processes incoming guests

• Ensure a delightful, seamless arrival and departure for our guests.

• Greets guest and processes hotel registration and other transactions

• Keeps current on hotel accommodations, services and local attractions

• Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction

• Records resolutions to guest complaints on the “Make it Right” log

• Works with other departments as appropriate to arrange for services requested by the guest

• Stays current with developments in the hotel by reviewing and updating the communication log

• Prepares end of shift summaries and communications for management and other shifts

• Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program

• Makes reservations in accordance with hotel’s yield management practices

• Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards

• May be responsible for answering and fielding all calls to the hotel, both internal and external

• Identifies and records special billing instructions and notifies Accounting

• Obtains appropriate approvals and signatures for guest transactions

• Follows hotel policy on cash banks

• Maintains confidentiality of guest information

Supervises Front Office Operation and Employees

• Assists Management in scheduling, training and evaluating front office employees

• Provides on-going feedback and guidance to front office employees

• Monitors front office processes and suggests improvements to management

• Serves as model of exemplary customer service for other front office employees

• Ensures through reporting and observation that billing and cash are handled according to hotel procedures and good accounting

• Completes detailed shift reports

• Pro-actively prepares for hotel events to provide great customer service

• Stocks and replenishes front office tools and materials

Develops and implements strategies and practices which support employee engagement

• Communicates performance expectations and provides employees with on-going feedback

• Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential

Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations:

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.

• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.

• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.

• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.

• Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to our Guests.

Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to all guests

Requirements/Skills

• Minimum two years in hotel front desk position required

• Previous management experience required

• Able to collaborate effectively with other hotel employees and managers to ensure teamwork

• High school diploma or GED required, bachelor degree preferred

• Strong organizational skills, critical thinking skills, problem solver

• Strong computer systems skills including; reservations and reporting systems

• Strong Microsoft Office suite and reporting system skills

• Must work well in stressful, high pressure situations

• Must be able to accurately follow verbal and written instructions and communicate effectively

• Works well independently or as part of a team

• Strong attention to detail

• Strong mathematical and organizational skills required

• Commitment to exceptional guest service

• Willing to work a flexible schedule including weekends and holidays

• Adheres to the policies and procedures of the hotel

Physical Demands

• Ability to stand for extended periods of time

• Ability to occasionally lift, carry, push or pull up to 50 pounds with assistance

• Good manual dexterity for the use of common office equipment

• Valid driver’s license

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information or other protected class. Background checks are also required before employment begins.

Visa Requirements: We participate in E-Verify and all candidates must be in possession of identification providing authorization to work in the United States as defined in the Immigration Reform and Control Act of 1968 (IRCA). This position does not offer sponsorship of Work Visas.