HOTEL GUEST SERVICE SUPERVISOR

Front Desk Agent

Provides customer service to guests of hotel by performing the following duties.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Greets, registers, suggestively sells hotel rooms, issues room keys, assigns rooms to guests and sets wake up calls in an 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 hotel reservation system including inventory, rates, database, 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.

Responsible for following all KHC policies and procedures as set forth in the KHC handbook, KHC Front Desk Procedure 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.

This position will oversee approximately 1-5 employees and report directly to the Guest Service Manager or General Manager.

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 finger, handle, or feel; 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, or crawl; or smell. 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.