Hotel Guest Service Supervisor

Holiday Inn Express (Kinseth Hospitality)•Coralville, IA

10d•$18 - $18

About The Position

Provides customer service to hotel guests and oversees approximately 1–5 employees. The position reports directly to the Guest Service Manager or General Manager. The supervisor is responsible for maintaining full front desk coverage and may cover shifts, including audit. The role also requires following KHC policies and procedures, maintaining a professional image, and reporting to work as scheduled.

Requirements

Maintain a professional image and report to work as scheduled.
Follow proper safety precautions at all times to avoid injuries.
Meet the physical demands of the role, including occasionally lifting or moving up to 50 pounds.

Responsibilities

Greet and register guests, suggestively sell hotel rooms, issue room keys, assign rooms, and set wake-up calls in a warm and friendly manner.
Ensure guest safety by following security procedures, including fire and tornado procedures, key security, and guest privacy requirements.
Date-stamp, sort, and rack incoming mail, faxes, and messages.
Manage the hotel 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.
Record and communicate guest special requests and problems to the appropriate department and ensure they are addressed in a timely and acceptable manner.
Answer inquiries about hotel services, guest registration, local attractions, and travel directions.
Check out guests accurately and communicate departures to housekeeping staff.
Compute bills, collect payments, make change, and make deposits according to KHC cash-handling procedures.
Make, confirm, and cancel reservations by telephone, computer, and in writing.
Answer and route internal and external phone calls in an articulate and friendly manner, using prescribed procedures.
Post charges, including room, food, liquor, and telephone charges, to the ledger.
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 the city ledger and guest trays.
Deposit guests’ valuables in the hotel safe or a safe deposit box.
Maintain an accurate shift-to-shift log to ensure communication between shifts.
Monitor and maintain 100% front desk coverage and cover shifts as needed, including audit.
Maintain the cleanliness and organization of the hotel lobby and front desk area.
Follow KHC handbook, Front Desk Procedure Manual, and property-specific guidelines and standards, including dress code, safety, and performance standards.