Hotel Guest Service Manager

Kinseth Hospitality Companies•Iowa City, IA

About The Position

The Hotel Guest Service Manager coordinates front desk activities and works to ensure complete guest satisfaction. The role resolves issues arising from guest complaints, reservations, room assignments, and unusual requests or inquiries, personally or through subordinate employees. The manager oversees front desk staff and operations, supports reservation and payment processes, enforces guest safety and security procedures, monitors night audit accuracy, and prepares sales forecasts and month-end reports. The position also requires maintaining full front desk coverage and, when necessary, covering audit shifts and training, overseeing, or covering Van Driver and Housemen positions. The manager follows the KHC handbook, KHC Front Desk Procedures Manual, and property-specific guidelines and standards, including dress, safety, and performance requirements. Employees are expected to maintain a professional image and report to work as scheduled.

Requirements

Ability to perform the essential functions of the job and meet the described physical demands.
Ability to follow KHC policies, the KHC Front Desk Procedures Manual, and property-specific guidelines and standards.
Ability to maintain a professional image and report to work as scheduled.

Responsibilities

Hire, train, schedule, assign duties and shifts to front desk workers, and observe performance to ensure adherence to KHC policies and operating procedures.
Communicate and cooperate with other department heads to coordinate activities, resolve guest complaints, and improve customer satisfaction.
Answer inquiries about property policies and services, and respond to 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, close-out dates, fill-date communication, and system backup.
Know, follow, and train staff in 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, register, and assign rooms to guests, and ensure appropriate payment methods and application of credit policies.
Promote guest safety by following and enforcing emergency and security procedures and maintaining key security and guest privacy.
Patrol public rooms, investigate disturbances, and resolve conflicts.
Monitor night audit for accuracy, review 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, when needed.
Train, oversee, and cover Van Driver and Housemen positions when necessary.
Follow KHC policies and procedures, including dress code, safety, and performance standards; maintain a professional image and report to work as scheduled.
Supervise 1–15 Front Desk employees, including interviewing, hiring, training, planning and directing work, monitoring performance, rewarding and disciplining employees, and addressing complaints and problems.