Hotel Guest Service Manager

Kinseth Hospitality Companies•Coralville, IA

About The Position

The Hotel Guest Service Manager coordinates front desk activities and helps ensure complete guest satisfaction. The manager resolves issues arising from guest complaints, reservations, room assignments, unusual requests, and inquiries, personally or through subordinate employees. The role also manages reservation operations, monitors guest accounts and night audit accuracy, plans and forecasts room sales, prepares reports, and maintains front desk coverage. The manager directly supervises front desk employees and may train, oversee, or cover Van Driver and Housemen positions when necessary. The position requires following Kinseth Hotel Corporation (KHC) policies, the KHC Front Desk Procedures Manual, and property-specific guidelines and standards, including dress code, safety, and performance standards. Employees are expected to maintain a professional image and report to work as scheduled.

Requirements

Ability to perform the essential functions of the job while following proper safety precautions.
Ability to stand regularly; use hands to handle, grasp, or type; and talk or hear.
Ability to walk and reach with hands and arms frequently.
Ability to occasionally sit; climb or balance; stoop, kneel, crouch, bend, or twist; smell; and push, pull, or lift over 10 pounds.
Ability to occasionally lift and/or move up to 50 pounds.
Close, distance, and peripheral vision; depth perception; and ability to adjust focus.

Responsibilities

Hire, train, schedule, assign duties and shifts to front desk employees, and monitor performance for adherence to KHC policies and operating procedures.
Coordinate with other department heads to align activities, resolve guest complaints, and improve customer satisfaction.
Respond to inquiries about property policies and services, and address 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 communications, and system backup.
Follow and train staff on cash and credit card handling procedures.
File and post changes to guest ledger 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.
Enforce emergency and security procedures and maintain 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.
Carry out supervisory responsibilities, including interviewing, hiring, training, directing work, monitoring performance, rewarding and disciplining employees, addressing complaints, and resolving problems.
Follow KHC policies and procedures, property guidelines, safety and performance standards, and maintain a professional image and scheduled attendance.