Job Description

Summary:

Coordinates front desk activities of the hotel and ensures complete satisfaction of all guests.

As this is a 24/7 operation, the Guest Service Manager is responsible for overseeing all aspects of front desk operations at all hours, including staffing, training, scheduling, guest satisfaction, issue resolution, and maintaining service standards. The Manager is expected to be on call and available to support the team as needed, including during evenings, weekends, and holidays.

Responsibilities:

• Hires, trains, schedules, assigns duties and shifts to workers, and observes performances to ensure adherence to KHC policies and established KHC & franchise operating procedures.
• Communicates and cooperates with other department heads to ensure coordination of activities, resolution of guest complaints, and improvement of customer satisfaction.
• Answers inquiries pertaining to property policies, services, guest complaints, compliments, and concerns.
• Develops and maintains guest information files regarding the property, community, and surrounding attractions.
• Manages the reservation system, including inventory, rates, database, system security, reservations, advance payments, group reservations, VIP special services, pre-blocking rooms, close-out dates, communication of fill dates, and system backup.
• Knows, adheres to, and trains staff on cash and credit card handling procedures. Files and posts all changes to the guest ledger and the city ledger account.
• Sends out letters of confirmation or returns checks when registration cannot be accepted.
• Greets all guests in a warm, friendly, helpful manner, registers and assigns rooms to guests, and ensures proper methods of payment and application of credit policies.
• Ensures guest safety by following and enforcing established emergency and security procedures, maintaining key security and guest privacy.
• Patrols public rooms, investigates disturbances, and resolves conflicts.
• 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 the month-end reports on the city ledger and guest trays.
• Required to monitor and maintain front desk coverage at 100% and cover shifts if needed, including audit.
• Train, oversee, and cover Van Driver and Housemen positions when necessary.

Required Skills:

• Associate's degree (AA) or equivalent from a two-year college or technical school; or 3-4 years related experience and/or training; or equivalent combination of education and experience.
• Franchise-specific certification if required by the franchise of the business unit. A valid driver’s license and proof of insurability is required.
• 5+ years of Guest service experience in hospitality industry
• Ability to read, analyze, and interpret general accounting reports, policies & procedures, and instructions.
• Ability to read and implement safety policies & procedures.
• Ability to write reports, business correspondence and procedure manuals.
• Ability to effectively present information and respond to complaints or inquiries from groups of managers, customers, employees, and the general public.
• Ability to communicate clearly in person, by telephone, and in writing.

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