Hotel Guest Service Manager

Job Summary

Required Qualifications

• •Bachelor's degree
• •Valid driver's license
• •Must be available for weekend shifts
• •Must be able to lift 50 lbs
• •Must be able to lift and/or move up to 50 pounds
• •Must be able to stand
• •Must be able to walk
• •Must be able to reach with hands and arms
• •Must be able to talk or hear
• •Must be able to sit
• •Must be able to climb or balance
• •Must be able to stoop, kneel, crouch, bend or twist
• •Must be able to smell
• •Must be able to push, pull
• •Must have close vision
• •Must have distance vision
• •Must have peripheral vision
• •Must have depth perception
• •Must have the ability to adjust focus
• •Must follow proper safety precautions at all times
• •Must adhere to KHC policies and procedures
• •Must maintain a professional image
• •Must report to work as scheduled
• •Must be able to follow and enforce established emergency and security procedures
• •Must maintain key security and guest privacy
• •Must be able to investigate disturbances
• •Must be able to resolve conflicts
• •Must be able to monitor night audit for accuracy
• •Must be able to make assessments on open balances without approved credit
• •Must be able to take appropriate action
• •Must be able to plan and forecast weekly room sales
• •Must be able to prepare month end reports on city ledger and guest trays
• •Must be able to monitor and maintain front desk coverage at 100%
• •Must be able to cover shifts if needed
• •Must be able to cover Van Driver and Housemen positions when necessary
• •Must be able to hire, train, schedule, assign duties and shifts to workers
• •Must be able to observe performances to ensure adherence to KHC policies and established KHC & franchise operating procedures
• •Must be able to communicate and cooperate with other department heads
• •Must be able to resolve guest complaints
• •Must be able to improve hotel customer satisfaction
• •Must be able to answer inquiries pertaining to property policies, services, guest complaints, compliments and concerns
• •Must be able to develop and maintain guest information files regarding the property, community and surrounding attractions
• •Must be able to manage 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
• •Must be able to know, adhere to and train staff on cash and credit card handling procedures
• •Must be able to file and post all changes to the guest ledger and city ledger account
• •Must be able to send out letters of confirmation or return checks when registration cannot be accepted
• •Must be able to greet all guests in a warm, friendly, helpful manner
• •Must be able to register and assign rooms to guests
• •Must be able to ensure proper methods of payment and application of credit policies
• •Must be able to ensure guest safety
• •Must be able to supervise 1-15 employees in the Front Desk
• •Must be able to carry out supervisory responsibilities in accordance with the organization's policies and applicable laws
• •Must be able to interview, hiring, and train employees
• •Must be able to plan, assigning, and directing work
• •Must be able to monitor work performance
• •Must be able to reward and discipline employees
• •Must be able to address complaints and resolve problems