Guest Service Manager
Company: Kinseth Hospitality Companies
Location: West Des Moines
Posted on: May 25, 2023
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Job Description:
What we offer:
+ Competitive starting wages
+ Health, Dental, Vision and other benefits available after 60
days
+ DailyPay
+ 401k
+ Paid Training
+ Paid PTO
+ Referral program
+ Discounts at all Kinseth Hotel Corporation hotels and
restaurants
SUMMARY
Coordinates front desk activities of hotel and ensures 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 employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other
duties may be assigned.
+ Hires, trains, schedules, assigns duties and shifts to workers
and observes performances to ensure adherence to KHC policies and
established KHC & franchise operating procedures for all
hotels.
+ Communicates and cooperates with other department heads to ensure
coordination of activities, resolution of guest complaints and
improve hotel 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 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 month end
reports on 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
KHC POLICIES: Responsible for following all KHC policies and
procedures as set forth in the KHC handbook KHC Front Desk
Procedures 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.
SUPERVISORY RESPONSIBILITIES: Directly supervises 1-15 employees in
the Front Desk. Carries out supervisory responsibilities in
accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training
employees; planning, assigning, and directing work; monitoring work
performance; rewarding and disciplining employees; addressing
complaints and resolving problems.
PHYSICAL DEMANDS: The physical demands described here are
representative of those that must be met by an employee to
successfully perform the essential functions of this job. All
employees must follow proper safety precautions at all times to
avoid injuries.
While performing the duties of this job, the employee is regularly
required to stand; use hands to handle, grasp or type; and talk or
hear. The employee frequently is required to walk and reach with
hands and arms. The employee is occasionally required to sit; climb
or balance; stoop, kneel, crouch, bend or twist; smell; and to
push, pull or lift over 10 pounds. The employee 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.
Keywords: Kinseth Hospitality Companies, West Des Moines , Guest Service Manager, Executive , West Des Moines, Iowa
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