Guest Service Supervisor

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greets, registers, suggestsively 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.
• Makes, confirms and cancels reservations via telephone, computer and in writing.
• Posts charges such as room, food, liquor, or telephone, to ledger.
• Maintains the shift-to-shift log accurately to ensure proper communication between shifts is maintained.
• Maintains the cleanliness and organization of the hotel lobby and front desk area.
• 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 cleanliness and organization of the ReStore including ordering, monthly inventory, and ensure it is always well stocked and clean.
• Trains new Guest Service Associates.

QUALIFICATIONS

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operation/maintenance instructions and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to respond to complaints or inquiries from groups of managers, customers or employees in person, via telephone or in writing.
• Ability to communicate effectively before groups of customers or employees in person, via telephone or in writing.
• Ability to calculate figures and amounts such as discounts, interest, commissions and percentages.
• Ability to accurately handle cash, credit cards and checks.
• Ability to use basic accounting functions to balance deposits/daily work.
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written or oral form.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be able to handle a crisis in a calm, effective manner. This includes upset guests, fire, tornado, armed robbery and assault, bomb threats and accidents.