Hotel Guest Service Supervisor

Staybridge Suites (Kinseth Hospitality)•Coralville, IA

12d

About The Position

The Hotel Guest Service Supervisor provides customer service to hotel guests and oversees approximately 1–5 employees. The role handles guest arrivals and departures, reservations, guest inquiries, payments, room assignments, and front desk operations while ensuring established security and cash-handling procedures are followed. The supervisor maintains full front desk coverage, including covering shifts when needed, and reports directly to the Guest Service Manager or General Manager. The position requires following KHC policies, procedures, safety and performance standards, maintaining a professional image, and reporting to work as scheduled.

Requirements

Oversee approximately 1–5 employees.
Follow proper safety precautions to avoid injuries.
Maintain a professional image and report to work as scheduled.
Meet the physical demands of the position, including standing, walking, using hands, talking and hearing, reaching, 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.
Follow established security procedures, including fire and tornado procedures, key security, guest privacy, and safe handling of guest valuables.
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, closeout dates, fill-date communications, 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 guest 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 room, food, liquor, telephone, and other 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.
Maintain accurate shift-to-shift logs to support communication between shifts.
Monitor and maintain 100% front desk coverage and cover shifts when needed, including audit shifts.
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 guidelines, including dress code, safety, and performance standards.