Hotel Guest Service Manager

Kinseth Hospitality Companies•Cheyenne, WY

23d•$52,000

About The Position

Coordinates front desk activities of hotel and ensuresplete satisfaction of all guests, resolves problems arising from guests'plaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate employees.

Responsibilities

Hires, trains, schedules, assigns duties and shifts to workers and observes performances to ensure adnce to KHC policies and established KHC & franchise operating procedures for all hotels.
Communicates and cooperates with other department heads to ensure coordination of activities, resolution of guestplaints and improve hotel customer satisfaction.
Answers inquiries pertaining to property policies, services, guestplaints,pliments and concerns.
Develops and maintains guest information files regarding the property,munity and surrounding attractions.
Manages the reservation system including inventory, rates, data base, system security, reservations, advance payments, group reservations, VIP special services, pre-blocking rooms, close out dates,munication of fill dates and system backup.
Knows, ads to and trains staff on cash and credit card handling procedures. Files and posts all changes to the guest ledger and city ledger account.
Sends out letters of confirmation or returns checks when registration cannot be accepted.
Greets all guests in a warm, friendly, helpful manner, registers and assigns rooms to guests and ensures proper methods of payment and application of credit policies.
Ensures guest safety by following and enforcing established emergency and security procedures, maintaining key security and guest privacy.
Patrols public rooms, investigates disturbances, and resolves conflicts.
Monitors night audit for accuracy, folios, makes assessments on open balances without approved credit and takes appropriate action. Plans and forecasts weekly room sales and prepares month end reports on city ledger and guest trays.
Required to monitor and maintain front desk coverage at 100% and cover shifts if needed, including audit.
Train, oversee, and cover Van Driver and Housemen positions when necessary
Responsible for following all KHC policies and procedures as set forth in the KHC handbook KHC Front Desk Procedures Manual, and property specific guidelines/standards. These policies include dress code, safety and performance standards. Employees must also maintain a professional image and report to work as scheduled.
Directly supervises 1-15 employees in the Front Desk. Carries out supervisory responsibilities in accordance with theanization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; monitoring work performance; rewarding and disciplining employees; addressingplaints and resolving problems.