Hotel Guest Service Manager

Kinseth Hospitality•Arlington Heights, IL

1d•Onsite

About The Position

This role is for an Assistant General Manager who will lead the hotel team. The position involves coordinating front desk activities, ensuring guest satisfaction, and resolving guest issues. The manager will also oversee reservation systems, cash and credit card handling, and financial reporting.

Requirements

Must have supervisory experience.
Must be able to work a flexible schedule including nights, weekends, and holidays.
Must be able to work a minimum of 45 hours per week.
Must be able to cover shifts if needed, including audit.
Must be able to train, oversee, and cover Van Driver and Housemen positions when necessary.
Must follow all KHC policies and procedures as set forth in the KHC handbook KHC Front Desk Procedures Manual, and property specific guidelines/standards.
Must maintain a professional image and report to work as scheduled.

Responsibilities

Coordinates front desk activities of hotel and ensures complete satisfaction of all guests.
Resolves problems arising from guests' complaints, reservation and room assignment activities, and unusual requests and inquiries.
Hires, trains, schedules, assigns duties and shifts to workers and observes performances to ensure adherence 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 guest complaints and improve hotel customer satisfaction.
Answers inquiries pertaining to property policies, services, guest complaints, compliments and concerns.
Develops and maintains guest information files regarding the property, community 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, communication of fill dates and system backup.
Knows, adheres 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.
Monitors and maintains front desk coverage at 100% and covers shifts if needed, including audit.
Trains, oversees, and covers Van Driver and Housemen positions when necessary.