Guest Service Supervisor

SUMMARY :

Provides customer service to guests of hotel by performing the following duties. The Guest Service Supervisor is a PM position and weekends are required.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Greets, registers, suggestively sells rooms, issues room keys, assigns rooms to guests and sets wake up calls in a efficient, warm and friendly manner.
• Ensures guest safety by following established security procedures including fire / tornado procedures, key security and guest privacy.
• Date stamps, sorts, and racks incoming mail, faxes and messages.
• Manages the reservation system including inventory, rates, data base, system security, reservations, advanced payments, group reservations, VIP special services, pre-blocking rooms, close out dates, communication of fill dates and system backup.
• Records and communicates guest special requests and problems to appropriate department and ensures they are addressed in a timely and acceptable manner.
• Answers inquiries pertaining to hotel services; registration of guests; and local attractions and provides travel directions.
• Accurately checks out guests and communicates departures with housekeeping staff.
• Accurately computes bill, collects payment, makes change for guests and makes deposits according to KHC cash handling procedures.
• Makes, confirms and cancels reservations via telephone, computer and in writing.
• Answers and routes internal and external phone calls in an articulate, friendly manner using prescribed procedures.
• Posts charges such as room, food, liquor, or telephone, to ledger.
• 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.
• Deposits guests' valuables in hotel safe or safe deposit box.
• Maintains the shift-to-shift log accurately to ensure proper communication between shifts is maintained.
• Required to monitor and maintain front desk coverage at 100% and cover shifts if needed, including audit.
• Maintains the cleanliness and organization of the hotel lobby and front desk area.

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