Experienced Guest Services Supervisor for The Statler Hotel - Leadership Role in Hospitality Management at Cornell University

Join the Prestigious Cornell University Team as a Guest Services Supervisor at The Statler Hotel

Cornell University's Statler Hotel is seeking an exceptional hospitality professional to join our Front Office Leadership Team as a Guest Services Supervisor. As a key member of our team, you will have the opportunity to lead, inspire, and develop a diverse group of staff, including bright and talented college students, to deliver exceptional guest experiences. If you're driven by a passion for hospitality and leadership, this role is an ideal stepping stone for advancing your career in management.

About The Statler Hotel and Cornell University

Located in the heart of the vibrant Cornell University campus, The Statler Hotel is a AAA Four Diamond Award-winning property and the Ivy League's only "teaching hotel." As part of the Cornell Peter & Stephanie Nolan School of Hotel Administration, the hotel provides a unique learning environment for students and a dynamic workplace for professionals. The hotel features 153 rooms, a conference center, four restaurants, and over 16,000 square feet of meeting and banquet facilities, making it an ideal setting for a wide range of events and guest experiences.

Cornell University is an innovative Ivy League institution renowned for its academic excellence, research, and commitment to diversity and inclusion. With a global presence and a rich history, Cornell offers a stimulating work environment that fosters creativity, collaboration, and personal growth. As an employee, you'll have access to a wide range of benefits, resources, and opportunities to enhance your career and personal life.

Key Responsibilities

• Lead and supervise a team of Guest Service Agents, Reservationists, PBX Operators, and Bellpersons to ensure seamless front office operations and exceptional guest experiences.
• Perform front-line operational duties, including guest service, reservations, and phone operations, while maintaining a high level of professionalism and composure.
• Assist the Front Office Management team with training, coaching, and developing staff to achieve outstanding performance and guest satisfaction.
• Troubleshoot and resolve guest complaints and issues promptly and professionally, demonstrating empathy and a commitment to service excellence.
• Participate in Manager-On-Duty shifts as needed, taking on additional responsibilities and contributing to the overall success of the hotel.
• Collaborate with other departments to ensure a cohesive and integrated approach to guest services and hotel operations.
• Maintain a thorough understanding of hotel systems, including property management systems, revenue management, and online travel agencies.
• Uphold the highest standards of customer service, teamwork, and leadership, embodying the values and mission of The Statler Hotel and Cornell University.

Essential Qualifications

• Associate's degree in Hospitality Management or a related field.
• 2-4 years of relevant experience in a hotel or hospitality environment, preferably in a front office or guest services role.
• Excellent customer service, leadership, and teamwork skills, with a proven ability to inspire and motivate others.
• Strong communication and interpersonal skills, both written and verbal, with professional phone etiquette.
• Proficiency in Microsoft Office Suite and hotel management systems, with a willingness to learn and adapt to new technologies.
• A valid driver's license.

Preferred Qualifications

• Bachelor's degree in Hospitality Management or a related field.
• Experience in a supervisory or leadership role, with a proven track record of success.
• Knowledge of revenue management principles and practices.
• Familiarity with online travel agencies and hotel distribution channels.
• Certifications or training in hospitality management, such as the Certified Hospitality Administrator (CHA) or the Certified Guest Service Professional (CGSP) designations.

Skills and Competencies

To succeed in this role, you'll need to demonstrate a range of skills and competencies, including:

• Leadership and team management, with the ability to inspire and motivate others.
• Excellent customer service and communication skills, with a focus on guest satisfaction and loyalty.
• Problem-solving and conflict resolution, with a calm and professional demeanor.
• Adaptability and flexibility, with a willingness to learn and take on new challenges.
• Technical skills, including proficiency in hotel management systems and Microsoft Office Suite.

Career Growth Opportunities and Learning Benefits

As a Guest Services Supervisor at The Statler Hotel, you'll have access to a range of career development opportunities and learning benefits, including:

• Training and development programs to enhance your leadership, customer service, and technical skills.
• Opportunities to work with a diverse team of professionals and students, gaining valuable experience and insights.
• Career advancement opportunities within The Statler Hotel and Cornell University, with a clear path for progression.
• Access to Cornell University's resources and facilities, including the Nolan School of Hotel Administration's faculty and industry experts.

Work Environment and Company Culture

The Statler Hotel is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. As an employee, you'll be part of a dynamic team that prioritizes:

• Hospitality and customer service excellence.
• Collaboration and teamwork.
• Innovation and continuous improvement.
• Diversity, equity, and inclusion.
• Employee well-being and development.

Compensation, Perks, and Benefits

Cornell University offers a comprehensive benefits package, including:

• Competitive salary, commensurate with experience.
• Excellent health care plans, including medical, dental, and vision coverage.
• Generous paid time off and leave provisions, including vacation time, holidays, and parental leave.
• Retirement plans, including the 403(b) Cornell University Retirement Plan (CURP).
• Education benefits, including the Employee Degree Program and Cornell Children's Tuition Scholarship.
• Wellness programs and resources, including access to athletic facilities and wellness initiatives.

Conclusion

If you're a motivated and experienced hospitality professional looking to advance your career in management, we encourage you to apply for the Guest Services Supervisor role at The Statler Hotel. As a key member of our Front Office Leadership Team, you'll have the opportunity to lead, inspire, and develop a diverse team of staff, while delivering exceptional guest experiences and contributing to the success of the hotel. With a comprehensive benefits package, career development opportunities, and a dynamic work environment, this role offers a rewarding and challenging career path. Apply now and take the first step towards a fulfilling new role!