Hotel Operations Manager

5 hours ago

Lincoln, Nebraska, United States Kinseth Hospitality Full time
Job Summary

We are seeking a highly skilled and experienced Hotel Guest Service Manager to join our team at Kinseth Hospitality. As a key member of our front desk team, you will be responsible for ensuring the complete satisfaction of all guests, resolving problems arising from guests' complaints, and coordinating front desk activities.

Key Responsibilities
  • Hiring, Training, and Supervision: Hire, train, schedule, and assign duties to workers, and observe their performances to ensure adherence to KHC policies and procedures.
  • Communication and Coordination: Communicate and cooperate with other department heads to ensure coordination of activities, resolution of guest complaints, and improvement of hotel customer satisfaction.
  • Guest Services: Answer inquiries pertaining to property policies, services, guest complaints, compliments, and concerns. Develop and maintain guest information files regarding the property, community, and surrounding attractions.
  • Reservation Management: Manage the reservation system, including inventory, rates, database, system security, reservations, advance payments, group reservations, VIP special services, pre-blocking rooms, close-out dates, communication of fill dates, and system backup.
  • Cash Handling and Security: Know, adhere to, and train staff on cash and credit card handling procedures. File and post all changes to the guest ledger and city ledger account.
  • Guest Safety and Security: Ensure guest safety by following and enforcing established emergency and security procedures, maintaining key security, and guest privacy.
  • Public Area Management: Patrol public rooms, investigate disturbances, and resolve conflicts.
  • Financial Management: Monitor night audit for accuracy, folios, make assessments on open balances without approved credit, and take appropriate action. Plan and forecast weekly room sales and prepare month-end reports on city ledger and guest trays.
  • Supervisory Responsibilities: Directly supervise 1-15 employees in the Front Desk. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Requirements

The ideal candidate will have excellent communication and interpersonal skills, with the ability to work effectively in a fast-paced environment. They will also have strong problem-solving and conflict resolution skills, with the ability to maintain a professional image and report to work as scheduled.

The physical demands of this role include standing, using hands to handle, grasp, or type, and talking or hearing. The employee will frequently be required to walk and reach with hands and arms. The employee will occasionally be required to sit, climb or balance, stoop, kneel, crouch, bend or twist, smell, and push, pull or lift over 10 pounds. The employee must occasionally lift and/or move up to 50 pounds.

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