Hotel Guest Service Supervisor

Kinseth Hospitality Companies•Dillon, CO

About The Position

The Hotel Guest Service Supervisor provides customer service to hotel guests and oversees approximately 1–5 employees. The position manages front desk and reservation operations, maintains guest safety and privacy, supports accurate billing and cash handling, and ensures effective communication between shifts and departments. The supervisor is responsible for maintaining 100% front desk coverage and covering shifts when needed, including audit. The position reports directly to the Guest Service Manager or General Manager. The role also requires following Kinseth Hotel Corporation policies and property-specific standards, maintaining a professional image, reporting to work as scheduled, and keeping the lobby and front desk clean and organized.

Requirements

Follow established hotel security procedures, including fire and tornado procedures, key security, and guest privacy requirements.
Follow KHC policies and procedures, including dress code, safety, and performance standards.
Maintain a professional image and report to work as scheduled.
Meet the physical demands of the role, including standing regularly; using hands; talking or hearing; walking and reaching frequently; and occasionally sitting, climbing or balancing, stooping, kneeling, crouching, crawling, or smelling.
Occasionally lift and/or move up to 50 pounds.
Have close, distance, and peripheral vision, depth perception, and the ability to adjust focus.

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, close-out dates, fill-date communication, and system backups.
Record and communicate guest requests and problems to the appropriate department and ensure they are addressed promptly and acceptably.
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 calls using prescribed procedures and an articulate, friendly manner.
Post charges such as room, food, liquor, and telephone charges to the ledger.
Monitor night audits for accuracy, review 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 safe deposit box.
Maintain the shift-to-shift log to support communication between shifts.
Monitor and maintain 100% front desk coverage and cover shifts when 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 policies and standards, including dress code, safety, and performance standards.
Maintain a professional image and report to work as scheduled.
Oversee approximately 1–5 employees.