Hotel Guest Service Manager

Element Hotel (Kinseth Hospitality)•Iowa City, CA

About The Position

The Hotel Guest Service Manager coordinates front desk activities and ensures guest satisfaction. The role resolves issues involving guest complaints, reservations, room assignments, unusual requests, and inquiries. The manager may perform duties personally or through subordinate employees and is responsible for front desk operations, guest service, reservation administration, staff supervision, and adherence to company and property procedures. The manager works with other department heads to coordinate hotel activities and improve customer satisfaction, oversees front desk coverage, and may cover front desk or audit shifts as needed. The role also trains, oversees, and covers Van Driver and Housemen positions when necessary. The manager supervises 1–15 front desk employees and carries out hiring, training, work assignment, performance monitoring, and employee relations responsibilities in accordance with company policies and applicable laws.

Requirements

Ability to carry out the responsibilities of front desk management and guest service described in the posting.
Ability to follow company, franchise, and property policies and procedures, including safety, dress, and performance standards.
Ability to maintain a professional image and report to work as scheduled.
Physical ability to regularly stand, use hands to handle, grasp, or type, and talk or hear; frequently walk and reach with hands and arms; and occasionally sit, climb or balance, stoop, kneel, crouch, bend or twist, smell, and push, pull, or lift over 10 pounds.
Ability to occasionally lift and/or move up to 50 pounds and meet the stated vision requirements, including close, distance, peripheral, depth perception, and focus adjustment.

Responsibilities

Hire, train, schedule, assign duties and shifts to front desk workers, and observe performance to ensure compliance with company and franchise procedures.
Communicate and cooperate with other department heads to coordinate activities, resolve guest complaints, and improve guest satisfaction.
Answer inquiries about property policies and services, and respond to guest complaints, compliments, and concerns.
Develop and maintain 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 communications, and system backups.
Know, 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 registrations cannot be accepted.
Greet guests warmly, register them, assign rooms, and ensure correct payment methods and application of credit policies.
Ensure 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 accuracy and folios, assess 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.
Monitor and maintain 100% front desk coverage and cover shifts, including audit, as needed.
Train, oversee, and cover Van Driver and Housemen positions when necessary.
Follow company handbook, front desk manual, and property-specific policies and standards, including dress, safety, and performance requirements; maintain a professional image and report to work as scheduled.
Interview, hire, and train employees; plan, assign, and direct work; monitor performance; reward and discipline employees; address complaints; and resolve problems.