Hotel Guest Service Supervisor

Kinseth Hospitality•Coralville, IA

About The Position

Provides customer service to hotel guests while overseeing approximately 1–5 employees. The supervisor supports front desk operations, including guest registration, reservations, room assignments, billing, guest communications, safety, and shift-to-shift coordination. The role reports directly to the Guest Service Manager or General Manager and must maintain full front desk coverage, including covering shifts when needed.

Requirements

Ability to perform the described guest service, front desk, reservation, cash-handling, and communication duties.
Ability to follow KHC policies and procedures, including safety and performance standards.
Ability to maintain a professional image and report to work as scheduled.
Must meet the physical demands of the role, including occasionally lifting and/or moving up to 50 pounds and the vision abilities described in the posting.

Responsibilities

Greet and register guests; suggestively sell hotel rooms; issue room keys; assign rooms; and set wake-up calls in a warm, friendly, and efficient manner.
Follow established security procedures to ensure guest safety, including fire and tornado procedures, key security, and guest privacy.
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, fill-date communications, and system backup.
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, local attractions, and travel directions.
Check out guests accurately and communicate departures to housekeeping staff.
Compute bills, collect payments, make change, and make deposits in accordance with 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, including 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 support communication between shifts.
Monitor and maintain 100% front desk coverage and cover shifts, including audit, when needed.
Maintain the cleanliness and organization of the hotel lobby and front desk area.
Follow KHC policies and procedures, including handbook, front desk manual, property guidelines, dress code, safety, and performance standards; maintain a professional image and report to work as scheduled.
Oversee approximately 1–5 employees.