Property Manager - GSM/Sales Manager

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