Guest Service Manager

Kinseth Hospitality Corp

Urbandale, IA / Des Moines, IA Hospitality & Tourism / Executive & Management
SUMMARY
Coordinates front desk activities of the hotel and ensures the complete satisfaction of all guests, resolves problems arising from guests' complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate supervisors.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
  • Hires, trains, 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 improve 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, data base, 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 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 warns troublemakers.
  • 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. 

SUPERVISORY RESPONSIBILITIES: Directly supervises 1-15 employees in the Front Desk.
Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS: 
  •  2 years' previous hotel experience required.  
  • 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 understand, interpret and manipulate accounting concepts such as general ledger, accounts payable, payroll, accounts receivable, purchasing, night audit, cash handling, and budget development/management.
  • Ability to define problems, collects data, establish facts, and draw valid conclusions. 
  • Experience with OPERA/IHG systems helpful.

Benefits: 
Kinseth Hospitality Companies focuses on the well being of their employees by providing our employees access to the following benefits; medical, dental, vision, AFLAC, Flex Spending. Employees enjoy competitive wages and Paid Time Off, as well as 401K benefits.
Applying for:

Guest Service Manager

Kinseth Hospitality Corp

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Job ID: 69223

Posted 23 days ago

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