Hotel Guest Service Supervisor

SpringHill Suites (Kinseth Hospitality)•Ames, TX

About The Position

The Hotel Guest Service Supervisor provides customer service to hotel guests while overseeing approximately 1–5 employees. The position reports directly to the Guest Service Manager or General Manager. It supports front desk operations, including guest registration, reservations, payments, communications, safety, and maintaining a clean and organized lobby and front desk. The role is responsible for maintaining full front desk coverage and covering shifts when needed, including audit. The employee must follow KHC policies and procedures described in the KHC handbook, Front Desk Procedure 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 follow KHC policies and procedures, including dress code, safety, and performance standards.
Ability to maintain a professional image and report to work as scheduled.
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

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 established security procedures, including fire and tornado procedures, key security, and guest privacy practices.
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 special services, room pre-blocking, closed-out dates, communication of fill dates, 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, and local attractions, and provide 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 such as room, food, liquor, or telephone charges to the ledger.
Monitor night audit 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 accurately 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.
Oversee approximately 1–5 employees.
Follow KHC policies and procedures, maintain a professional image, and report to work as scheduled.