Guest Service Supervisor

Kirkwood Community College; Cedar Rapids (IA); On-site; USD 35,000 - 45,000; Full time

Job summary

Kirkwood Community College is seeking a Front Desk Supervisor for its Center for Hospitality Excellence. This role involves supervising staff, accommodating guests, and ensuring service standards are met. Ideal candidates should have a high school diploma and significant hospitality experience, along with a commitment to student mentorship and service excellence.

Qualifications

• Minimum of two years of full-time hospitality experience.
• Preference for supervisory experience.

Responsibilities

• Supervise guest service staff and ensure adequate staffing.
• Assist hotel guests with check-in and manage payments.
• Train and mentor front desk and bell staff.

Skills

Collaboration

Service Orientation

Problem Solving

Education

High school diploma or equivalent

Post-secondary education preferred

Job description

JOB GOAL:

To advance The Kirkwood Community College Center for Hospitality Excellence's vision to lead the world in educating and preparing the finest hospitality professionals that will impact the global community. Our Mission is to be the best place to learn, recruit and stay. We do this by teaching, developing and serving.

This Position can be Full-Time with Benefits or Part-Time. Evening and Weekend Availability is required.

GENERAL JOB SUMMARY:

Supervise guest service staff. Accommodate hotel patrons by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guest's accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests. Assist hotel guests with the handling of baggage and/or packages. This position serves as a trainer, supervising students in The Hotel at Kirkwood Center, The Kirkwood Center for Hospitality Arts, and The Kirkwood Center for Continuing Education.

UNIVERSAL CORE COMPETENCIES:

• Advocate for Continual Improvement
• Collaborate with Mutual Accountability
• Champion Service
• Perseverance
• Lead

DUTIES/RESPONSIBILITIES:

• Prepare department work schedule and ensure adequate staffing.
• Supervise, train, coach, and mentor front desk and bell staff.
• Ensure brand standards are followed.
• Model and maintain service standards.
• Greet, register, and assign rooms to guests, escorting them when needed.
• Maintain records of room availability and guest accounts.
• Compute bills, collect payments, and handle transactions.
• Perform bookkeeping activities, such as balancing cash accounts.
• Review accounts with guests during check-out.
• Post charges and manage guest accounts.
• Transfer luggage and packages, assist with baggage handling.
• Provide guests with directions and local information.
• Assist guests with special needs and deliver messages.
• Explain room features and maintain cleanliness of lobby areas.
• Maintain vehicles in guest-ready condition.
• Maintain consistent attendance and perform other duties as assigned.

PERFORMANCE EXPECTATIONS:

• Serve as a professional role model.
• Assist and coach students to achieve course objectives.
• Demonstrate knowledge of hotel policies and procedures.
• Manage time effectively, prioritize tasks, and multitask.
• Provide courteous, prompt, and efficient service.
• Operate front desk equipment.
• Work flexibly and effectively with diverse groups and departments.
• Exercise good judgment and problem-solving skills.
• Support an inclusive environment respecting all backgrounds and perspectives.

PHYSICAL ACTIVITIES:

Occasional sitting and lifting up to 100 pounds. Frequent walking, viewing screens, and constant standing, talking, hearing, and handling weights from 10-50 pounds.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent.
• At least two years of full-time hospitality experience or equivalent education and work experience.
• Preference for post-secondary education and supervisory experience.

LICENSES AND CERTIFICATIONS:

• Valid driver’s license and ability to qualify for a Class D Chauffeur's license.

EEO AA/STATEMENT:

Kirkwood Community College is committed to a discrimination-free workplace and encourages applications from all qualified individuals. For questions or complaints, contact the Vice President of Human Resources or the Office for Civil Rights.