Hotel Guest Service Manager
Company: Kinseth Hospitality
Location: La Crosse
Posted on: November 25, 2022
SUMMARYCoordinates 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.
Associated topics: call center manager, expertise, gerente de
servicio, guidance, lead, leadership, operations manager, product
support, review, service manager
Keywords: Kinseth Hospitality, La Crosse , Hotel Guest Service Manager, Executive , La Crosse, Wisconsin
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