Hotel Guest Service Manager

Staybridge Suites (Kinseth Hospitality)•Coralville, IA

4d•$18 - $20

About The Position

The Hotel Guest Service Manager coordinates front desk activities and ensures complete guest satisfaction. The role resolves issues arising from guest complaints, reservations, room assignments, unusual requests, and inquiries, either personally or through subordinate employees. The manager oversees front desk staff and operations, reservation systems, guest accounts, safety and security procedures, and coordination with other hotel departments. The position also requires maintaining full front desk coverage and covering shifts, including audit, as needed, as well as training and covering Van Driver and Housemen positions when necessary. The manager is responsible for following KHC policies and procedures, the KHC Front Desk Procedures Manual, and property-specific guidelines and standards, including dress, safety, and performance standards. Employees must maintain a professional image and report to work as scheduled. The role directly supervises 1–15 front desk employees and carries out supervisory duties in accordance with organizational policies and applicable laws.

Requirements

Ability to perform the described supervisory and front desk responsibilities.
Ability to meet the physical demands of the role, including occasionally lifting and/or moving up to 50 pounds.
Required vision abilities include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Responsibilities

Hire, train, schedule, assign duties and shifts to front desk staff, and monitor performance for adherence to KHC policies and hotel operating procedures.
Communicate and cooperate with department heads to coordinate activities, resolve guest complaints, and improve guest satisfaction.
Respond to inquiries about property policies and services, and handle 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 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 registration cannot be accepted.
Greet guests warmly, register them, assign rooms, and ensure appropriate payment methods and application of credit policies.
Protect 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.
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.
Interview, hire, and train employees; plan, assign, and direct work; monitor performance; reward and discipline employees; address complaints; and resolve problems.
Follow KHC policies and procedures, property-specific guidelines and standards, and applicable dress, safety, and performance standards; maintain a professional image and report to work as scheduled.