Hotel Guest Service Supervisor

Kinseth Hospitality Companies•Coralville, 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, manages room assignments and reservations, handles guest questions and requests, processes payments and maintains accurate records. The supervisor monitors front desk coverage, supports shift operations, and may cover shifts, including audit. The position oversees approximately 1–5 employees and reports directly to the Guest Service Manager or General Manager. Employees are expected to follow KHC policies and procedures, including handbook, front desk procedure manual, property-specific guidelines, dress code, safety and performance standards. Employees must maintain a professional image and report to work as scheduled. The role requires following safety precautions and meeting the physical demands described below.

Requirements

Follow KHC policies and procedures, including the KHC handbook, KHC Front Desk Procedure Manual, and property-specific guidelines and standards.
Follow dress code, safety, and performance standards; maintain a professional image and report to work as scheduled.
Follow proper safety precautions at all times.
Meet the physical demands of the job, including occasionally lifting and/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 established 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 special services, room pre-blocking, close-out dates, communication of fill dates, and system backup.
Record and communicate guest special requests and problems to the appropriate department and ensure timely, acceptable resolution.
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 using prescribed procedures and an articulate, friendly manner.
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 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 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.