Hotel Guest Service Supervisor

Homewood Suites (Kinseth Hospitality)•Dillon, MT

6d•$23 - $25

About The Position

The Hotel Guest Service Supervisor provides customer service to hotel guests and oversees approximately 1–5 employees. The role handles front desk operations, guest registration and reservations, payments, guest requests, safety and security procedures, shift communications, and the cleanliness and organization of the lobby and front desk. The position reports directly to the Guest Service Manager or General Manager and must follow company policies, procedures, dress code, safety and performance standards, maintain a professional image, and report to work as scheduled.

Requirements

Follow company dress code, safety, and performance standards.
Maintain a professional image and report to work as scheduled.
Meet the physical demands of the role, 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 an efficient, warm, and friendly manner.
Ensure guest safety by following established security procedures, 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, closeout 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, and local attractions, and provide travel directions.
Check guests out accurately and communicate departures to housekeeping staff.
Compute bills accurately, 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 in an articulate and friendly manner using prescribed procedures.
Post charges, such as room, food, liquor, or 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 the shift-to-shift log accurately to ensure proper communication between shifts.
Monitor and maintain 100% front desk coverage and cover shifts, including audit, as needed.
Maintain the cleanliness and organization of the hotel lobby and front desk area.
Oversee approximately 1–5 employees.
Follow KHC policies and procedures, including handbook, front desk manual, and property-specific guidelines and standards.