Hotel Guest Service Supervisor

Kinseth Hospitality•Ames, IA

About The Position

The Hotel Guest Service Supervisor provides customer service to hotel guests and oversees front desk operations. The role greets and registers guests, supports reservations and room assignments, handles guest inquiries and requests, processes payments, and maintains accurate shift communications and front desk records. The supervisor monitors night audit activity, helps plan and report room sales, and ensures continuous front desk coverage, including covering shifts when needed. The position oversees approximately 1–5 employees and reports directly to the Guest Service Manager or General Manager. The employee must follow Kinseth Hotel Corporation (KHC) policies and procedures, including dress code, safety, and performance standards, maintain a professional image, and report to work as scheduled. The role requires regular standing and use of hands, frequent walking and reaching, and occasional sitting, climbing or balancing, stooping, kneeling, crouching, crawling, or smelling. Occasional lifting or moving of up to 50 pounds is required, along with specified close, distance, peripheral, and depth vision and the ability to adjust focus.

Requirements

Ability to perform the listed guest service, reservation, front desk, payment, and reporting duties.
Ability to follow established security, safety, cash-handling, and company procedures.
Ability to maintain front desk coverage and cover shifts when needed, including audit shifts.
Ability to stand regularly; use hands to finger, handle, or feel; and talk or hear.
Ability to walk and reach with hands and arms frequently.
Ability to occasionally sit; climb or balance; stoop, kneel, crouch, or crawl; or smell.
Ability to occasionally lift and/or move up to 50 pounds.
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.
Protect guest safety by following 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 services, room pre-blocking, close-out dates, fill-date communications, and system backups.
Record and communicate guests’ special requests and problems to the appropriate department and ensure they are addressed promptly and acceptably.
Answer questions about hotel services, guest registration, and local attractions, and provide travel directions.
Check guests out 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 using prescribed procedures and an articulate, friendly manner.
Post charges such as 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 safe-deposit box.
Maintain an accurate shift-to-shift log to ensure effective communication between shifts.
Monitor and maintain 100% front desk coverage and cover shifts, including audit shifts, when needed.
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 requirements.
Maintain a professional image and report to work as scheduled.
Oversee approximately 1–5 employees.