Hotel Guest Service Manager

Kinseth Hospitality•Manhattan, KS

About The Position

The Hotel Guest Service Manager coordinates hotel front desk activities and ensures guest satisfaction. The role resolves concerns involving guest complaints, reservations, room assignments, and unusual requests or inquiries, personally or through subordinate employees. The manager oversees front desk staff and operations, maintains reservation and guest account processes, supports guest safety and privacy, and may cover front desk shifts, including audit, as needed. The position also trains, oversees, and covers Van Driver and Housemen positions when necessary.

Requirements

Ability to perform the described essential functions while following proper safety precautions.
Ability to meet the role's physical demands, including standing, handling or typing, talking or hearing, walking, reaching, and occasionally lifting or moving up to 50 pounds.

Responsibilities

Hire, train, schedule, assign duties and shifts to front desk workers, and observe performance to ensure adherence to company and franchise procedures.
Coordinate with other department heads to align activities, resolve guest complaints, and improve guest satisfaction.
Respond to inquiries about property policies and services, and address guest complaints, compliments, and concerns.
Develop and maintain guest information files about the property, community, and surrounding attractions.
Manage the reservation system, including inventory, rates, database, system security, reservations, advance payments, group reservations, VIP services, room pre-blocking, closeout dates, fill-date communication, and system backup.
Follow and train staff on cash and credit card handling procedures.
File and post changes to guest and city ledger accounts.
Send confirmation letters or return checks when registration cannot be accepted.
Greet guests, register and assign rooms, and ensure proper payment methods and application of credit policies.
Promote guest safety by following and enforcing emergency and security procedures and protecting key security and guest privacy.
Patrol public rooms, investigate disturbances, and resolve conflicts.
Monitor night audit for accuracy, review folios and open balances without approved credit, and take appropriate action.
Plan and forecast weekly room sales and prepare month-end reports on city ledger and guest trays.
Maintain 100% front desk coverage and cover shifts, including audit, when needed.
Train, oversee, and cover Van Driver and Housemen positions when necessary.
Follow KHC policies and procedures, including handbook, front desk procedures, property-specific standards, dress code, safety, and performance requirements; maintain a professional image and report to work as scheduled.
Supervise 1–15 front desk employees, including interviewing, hiring, training, directing work, monitoring performance, rewarding and disciplining employees, addressing complaints, and resolving problems.