Hotel Guest Service Supervisor

Kinseth Hospitality•De Pere, WI

12d•Onsite

About The Position

Provides customer service to guests of hotel by performing the following duties. Greets, registers, suggestively sells hotel rooms, issues room keys, assigns rooms to guests and sets wake up calls in a efficient, warm and friendly manner. Ensures guest safety by following established security procedures including fire/tornado procedures, key security and guest privacy. Manages the hotel reservation system including inventory, rates, data base, system security, reservations, advanced payments, group reservations, VIP special services, pre-blocking rooms, close out dates, communication of fill dates and system backup. Records and communicates guest special requests and problems to appropriate department and ensures they are addressed in a timely and acceptable manner. Answers inquiries pertaining to hotel services; registration of guests; and local attractions and provides travel directions. Accurately checks out guests and communicates departures with housekeeping staff. Accurately computes bill, collects payment, makes change for guests and makes deposits according to KHC cash handling procedures. Makes, confirms and cancels reservations via telephone, computer and in writing. Answers and routes internal and external phone calls in an articulate, friendly manner using prescribed procedures. Posts charges such as room, food, liquor, or telephone, to ledger. Monitors night audit for accuracy, folios, makes assessments on open balances without approved credit and takes appropriate action. Plans and forecasts weekly room sales and prepares month end reports on city ledger and guest trays. Deposits guests' valuables in hotel safe or safe deposit box. Maintains the shift-to-shift log accurately to ensure proper communication between shifts is maintained. Required to monitor and maintain front desk coverage at 100% and cover shifts if needed, including audit. Maintains the cleanliness and organization of the hotel lobby and front desk area. Responsible for following all KHC policies and procedures as set forth in the KHC handbook, KHC Front Desk Procedure Manual and property specific guidelines/standards. These policies include dress code, safety and performance standards. Employees must also maintain a professional image and report to work as scheduled.

Requirements

This position will oversee approximately 1-5 employees and report directly to the Guest Service Manager or General Manager.
Regularly required to stand; use hands to finger, handle, or feel; and talk or hear.
Frequently required to walk and reach with hands and arms.
Occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; or smell.
Must occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Responsibilities

Greets, registers, suggestively sells hotel rooms, issues room keys, assigns rooms to guests and sets wake up calls in a efficient, warm and friendly manner.
Ensures guest safety by following established security procedures including fire/tornado procedures, key security and guest privacy.
Date stamps, sorts, and racks incoming mail, faxes and messages.
Manages the hotel reservation system including inventory, rates, data base, system security, reservations, advanced payments, group reservations, VIP special services, pre-blocking rooms, close out dates, communication of fill dates and system backup.
Records and communicates guest special requests and problems to appropriate department and ensures they are addressed in a timely and acceptable manner.
Answers inquiries pertaining to hotel services; registration of guests; and local attractions and provides travel directions.
Accurately checks out guests and communicates departures with housekeeping staff.
Accurately computes bill, collects payment, makes change for guests and makes deposits according to KHC cash handling procedures.
Makes, confirms and cancels reservations via telephone, computer and in writing.
Answers and routes internal and external phone calls in an articulate, friendly manner using prescribed procedures.
Posts charges such as room, food, liquor, or telephone, to ledger.
Monitors night audit for accuracy, folios, makes assessments on open balances without approved credit and takes appropriate action.
Plans and forecasts weekly room sales and prepares month end reports on city ledger and guest trays.
Deposits guests' valuables in hotel safe or safe deposit box.
Maintains the shift-to-shift log accurately to ensure proper communication between shifts is maintained.
Required to monitor and maintain front desk coverage at 100% and cover shifts if needed, including audit.
Maintains the cleanliness and organization of the hotel lobby and front desk area.
Responsible for following all KHC policies and procedures as set forth in the KHC handbook, KHC Front Desk Procedure Manual and property specific guidelines/standards.
Employees must also maintain a professional image and report to work as scheduled.