Hotel Guest Service Manager

Assistant General Manager

This is a posting for the Assistant General Manager position.

The Assistant General Manager will be a split position that will handle sales and operational duties. The AGM will oversee the sales of the products and services of the hotel. They will coordinate all operational staff activities of hotel and ensure complete satisfaction of all guests, resolve problems arising from guests' complaints, reservation and room assignments activities, and unusual requests and inquiries by performing the following duties personally or through subordinate employees.

• Participates in preparation of annual hotel budget and oversees development and implementation of marketing plans and action plans, development of special promotions or packages, and ideas to build occupancy
• Tracks activities of the competition and the market and the hotel's position in the market and communicate significant changes to General Manager.
• Participates in industry and civic organizations to promote business opportunities.
• Makes solicitation and service calls in person, through mail/email, and by telephone on assigned accounts to promote and sell hotel.
• Makes solicitation calls to potential new accounts. Responds to inquiries from customers, prospective clients and the corporate office.
• Prepare proposals and confirmations for group bookings, conducts tours of the property with prospective customers.
• Informs other departments of upcoming events and works with them to ensure proper planning throughout the property.
• Maintains and uses the accounts tracing system/database and customer account files to generate future business. Ensures proper use of all KHC computer systems.
• Follows company credit and deposit policies when booking business.
• Prepares sales reports and record sales calls and activities as required.
• Monitors guests satisfaction through follow-up surveys, thank you cards and calls.
• Meets and/or exceeds individual quantitative revenue and production goals set forth by the General Manager.
• Compliance with Human Resource policies and procedures as outlined in HR Administration & Operations Guide.
• Timely processing of invoices and follows all purchasing policies.

• Health, Dental, Vision and other benefits available after 60 days
• Daily Pay
• 401k
• Paid Training
• Paid PTO
• Referral program
• Discounts at all Kinseth Hotel Corporation hotels and restaurants

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.

• Hires, trains, schedules, assigns duties and shifts to workers and observes performances to ensure adherence to KHC policies and established KHC & franchise operating procedures for all hotels.
• Communicates and cooperates with other department heads to ensure coordination of activities, resolution of guest complaints and improve hotel 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

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.

Directly supervises 1-15 employees in the Front Desk.…