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Guest Service Manager

3 months ago

Bozeman, United States Element Bozeman Full time $55,000 - $59,000
Guest Service Manager

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.
  • Communicates and cooperates with other department heads to ensure coordination of activities, resolution of guest complaints and improve 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.
QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

EDUCATION and/or EXPERIENCE:  Associate's degree (AA) or equivalent from a two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:  Ability to read, analyze and interpret general accounting reports, policies & procedures, and instructions.  Ability to read and implement safety policies & procedures.  Ability to write reports, business correspondence and procedure manuals.  Ability to effectively present information and respond to complaints or inquiries from groups of managers, customers, employees and general public.  Ability to communicate clearly in person, by telephone and in writing.

MATHEMATICAL SKILLS:  Ability to understand, interpret and manipulate accounting concepts such as general ledger, accounts payable, payroll, accounts receivable, purchasing, night audit, cash handling and budget development / management.

REASONING ABILITY:  Ability to define problems, collects data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of instructions in mathematical, formula or procedural form and deal with several abstract variables. CERTIFICATES, LICENSES, REGISTRATIONS:  Franchise specific certification if required by the franchise of the business unit.  A valid driver’s license, and proof of insurability is required. 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 may 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. WORK ENVIRONMENT:  The work environment described here are representative of those an employee encounters while performing 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 occasionally exposed to fumes or airborne particles and various types of driving conditions.  The noise level in the work environment is usually moderate. ACCOMODATION: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions CRISIS MANAGEMENT:  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.