Guest Service Supervisor (Hotel Job)

Kirkwood Community College; Cedar Rapids (IA); On-site; USD 36,000 - 48,000; Full time

Job summary

Kirkwood Community College in Cedar Rapids, IA, invites applications for a Full-Time role at The Hotel at Kirkwood Center. The position supervises guest service staff, registers and assigns rooms, handles payments, and guides student training across hospitality programs.

The role requires evening and weekend availability, with emphasis on brand standards, guest satisfaction, and professional service in a learning-focused environment.

Qualifications

• High school diploma or the equivalent required.
• Minimum of two years full-time experience in a related hospitality setting or the equivalent education and related work experience.
• Preference will be given to those candidates with a post high school degree.
• Preference will be given to those candidates with prior supervisory experience.
• Valid driver license and ability to qualify for a class D Chauffeur's license required. Your driving record will be verified.

Responsibilities

• Prepare department work schedule and ensure department is adequately staffed.
• Supervise, train, coach, and mentor all front desk and bell staff.
• Ensure brand standards are followed by all staff.
• Greet, register, and assign rooms to guests and manage payments at checkout.
• Assist travelers and guests with luggage and special needs.

Skills

Supervisory experience

Training

Guest services

Education

High school diploma or equivalent

Post high school degree 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 is Full-Time with Benefits. 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. Trainers are responsible for supervising the learning experiences of students in all areas of 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- empowering each other to identify opportunities for excellence.
Collaborate with Mutual Accountability- working together with a willingness to take ownership and account for our actions.
Champion Service- anticipating needs and create a welcoming, diverse, and inclusive environment.
Perseverance- commitment to excellence even in the face of adversity or delay in achieving success.
Lead- regardless of title, through positive influence.

DUTIES/RESPONSIBILITIES

Prepare department work schedule and ensure department is adequately staffed.
Supervise, train, coach, and mentor all front desk and bell staff.
Ensures brand standards are followed by all staff.
Models and maintains department standards of service.
Greet, register, and assign rooms to guests of hotels or motels, escort them to their destination in the building when needed.
Keep records of room availability and guests' accounts, manually or using computers.
Compute bills, collect payments, and make change for guests.
Perform simple bookkeeping activities, such as balancing cash accounts.
Review accounts and charges with guests during the check-out process.
Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
Transfer luggage, trunks, and packages to and from rooms, loading areas, vehicles, or transportation terminals, by hand or using baggage carts.
Supply guests or travelers with directions, travel information, and other information such as available services and points of interest.
Receive and mark baggage by completing and attaching claim checks.
Assist travelers and other guests with special needs.
Deliver messages and run errands for guests.
Explain the operation of room features such as locks, ventilation systems, and televisions.
Maintain clean lobbies or entrance areas for travelers or guests.
Maintain vehicles in guest ready state.
Regular and consistent attendance at work.
Perform other related work duties as assigned.

PERFORMANCE EXPECTATIONS

Serve as professional role model.
Assist students in achieving course objectives.
Coach and nurture students in performance of skills.
Treat students, faculty, college and professional staff equally in regards to gender, age, etc.
Knowledge of hotel policies/procedures.
Effective time management skills, ability to prioritize, ability to multitask.
Ability to provide service in a courteous, prompt, and efficient manner.
Ability to operate front desk equipment (e.g., copier, calculator, computer, fax, etc.).
Demonstrate job flexibility.
Work effectively with sales department to ensure groups are accurate.
Work effectively and respectfully with diverse personalities.
Possess ability to meet and deal effectively and courteously with hotel guests, students, personnel and all members of the community.
Assume responsibility and exercise a high level of decision making, good judgment and problem solving skills.
Welcome, value, and nurture people of all backgrounds, perspectives, and experiences, as well as support and promote an environment that accepts differences.

The statements contained herein reflect general details as necessary to describe the essential job duties/responsibilities and performance expectations of the job, which should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned.

PHYSICAL ACTIVITIES WITH/WITHOUT REASONABLE ACCOMMODATION

Occasional (10-33%) Sitting and lifting up to 100 pounds.
Frequent (34-66%) Walking and viewing a computer and other types of close visual work.
Constant (67-100%) standing, talking and hearing, and pushing, pulling and grasping 10-50 pounds.

MINIMUM QUALIFICATIONS

• High school diploma or the equivalent required.
• Minimum of two years full-time experience in a related hospitality setting or the equivalent education and related work experience.
• Preference will be given to those candidates with a post high school degree.
• Preference will be given to those candidates with prior supervisory experience.

LICENSES, CERTIFICATIONS, OR REGISTRATIONS REQUIRED

• Valid driver license and ability to qualify for a class D Chauffer's license required. Your driving record will be verified initially and monitored on an ongoing basis as a condition of employment.

EEO AA/STATEMENT

It is the policy of Kirkwood Community College not to discriminate in its programs, activities, or employment on the basis of race, color, national origin, sex, disability, age, sexual orientation, gender identity, creed, religion, and actual or potential family, parental or marital status. If you have questions or complaints related to compliance with this policy, please contact the Vice President, Human Resources and Institutional Effectiveness (employees) or the Vice President of Student Services (students), 6301 Kirkwood Blvd. SW, Cedar Rapids, IA 52404, 319-398-5572, [e-mail], or the Director of the Office for Civil Rights, U.S. Department of Education, Cesar E. Chavez Memorial Building, 1244 Speer Boulevard, Suite 310, Denver, CO 80204-3582, Telephone: [phone] FAX: [phone], TDD 800-877-8339 Email: [e-mail].