Job Title: Guest Service Manager / Sales Manager (Hybrid)
FLSA Status: Exempt
Department: Hotel - Front Desk / Sales
Benefits Level: Mgmt
Reports To: General Manager
Approved Date: July 2026
SUMMARY
Coordinates front desk activities of the hotel and ensures complete satisfaction of all guests, while also professionally selling the products and services of the hotel, banquet, and restaurant. Resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate employees. Special emphasis is placed on guest room sales, concentrating on low and shoulder season business, alongside day-to-day oversight of front desk operations and guest service standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Other duties may be assigned.
Guest Service / Front Desk
Hires, trains, schedules, assigns duties and shifts to front desk workers and observes performance 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 improved 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, database, 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 and 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.
Trains, oversees, and covers Van Driver and Houseman positions when necessary.
Sales
Makes solicitation and service calls in person, through mail/email, and by telephone on assigned accounts to promote and sell hotel and restaurant facility space and services.
Makes solicitation calls to potential new accounts and performs outside sales calls as business needs require, balanced against front desk operational demands.
Responds to inquiries from customers, prospects, other hotels, and the corporate office.
Prepares proposals and confirmations for group bookings and 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.
Follows company credit and deposit policies when booking business.
Prepares sales reports and records sales calls and activities as required.
Monitors guest satisfaction through follow-up surveys, thank-you cards, and calls.
Participates in industry and civic organizations to promote business opportunities.
Tracks activities of the competition, the market, and the hotel's position in the market.
Participates in sales department meetings and weekly management meetings.
Plans and participates in sales blitzes and outside after-hours functions, including chamber outings.
Participates in the development and implementation of marketing plans and action plans; gives input on special promotions or packages and develops ideas to build occupancy.
Meets and/or exceeds individual quantitative revenue and production goals set forth by the General Manager and Director of Operations.
KHC POLICIES
Responsible for following all KHC policies and procedures as set forth in the KHC handbook, the 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 at the Front Desk. Participates in the Manager on Duty (MOD) program. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws, including interviewing, hiring, and training employees; planning, assigning, and directing work; monitoring work performance; rewarding and disciplining employees; and 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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 in hotel front desk operations and/or sales; 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, proposals, and procedure manuals. Ability to effectively present information and respond to complaints or inquiries from groups of managers, customers, employees, and the 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. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume, and to apply concepts of basic algebra and geometry.
REASONING ABILITY
Ability to define problems, collect 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 as required by the franchise of the business unit. A valid driver's license and proof of insurability are 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 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.
WORK ENVIRONMENT
The work environment described here is representative of that 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.
ACCOMMODATION
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.
