Hotel Guest Service Manager

Fairfield Inn (Kinseth Hospitality)•Manhattan, KS

5d•$45,000 - $50,000

About The Position

Coordinates front desk activities and ensures complete guest satisfaction. Resolves issues involving guest complaints, reservations, room assignments, unusual requests, and inquiries, either personally or through subordinate employees. The role supervises Front Desk employees and may train, oversee, or cover Van Driver and Housemen positions when necessary. It requires following company and property policies, maintaining a professional image, and reporting to work as scheduled.

Requirements

Ability to perform the described Front Desk and supervisory responsibilities.
Ability to follow company policies, procedures, safety precautions, and property-specific standards.
Ability to maintain a professional image and report to work as scheduled.
Ability to meet the physical demands of the role, including occasionally lifting or moving up to 50 pounds.

Responsibilities

Hire, train, schedule, assign duties and shifts to Front Desk employees, and observe their performance to ensure compliance with company and franchise operating procedures.
Coordinate with other department heads to 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 nearby attractions.
Manage the reservation system, including inventory, rates, database, system security, reservations, advance payments, group reservations, VIP services, room pre-blocking, closeout dates, communication of fill dates, 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 a registration cannot be accepted.
Greet guests warmly, register them, assign rooms, and ensure proper 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 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.
Maintain 100% front desk coverage and cover shifts, including audit, when needed.
Train, oversee, and cover Van Driver and Housemen positions when necessary.
Follow company handbook, Front Desk Procedures Manual, property guidelines, dress code, safety requirements, and performance standards.
Interview, hire, train, direct, and monitor employees; reward and discipline employees; address complaints and resolve problems.