Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $16.75 - $24.00
Work Schedule
Flexible
Day Shifts
Benefits
Health Insurance
Dental Insurance
Vision Insurance
401k
Paid Time Off
Paid training
Referral program
Employee Discounts
Job Description
Home2 Suites & Tru by Hilton Ankeny is a dual-branded hotel located in the vibrant District area of Ankeny, Iowa. This dual-brand property combines the essence of two well-regarded Hilton brands to offer guests a distinct and memorable lodging experience. Known for its friendly atmosphere, modern amenities, and commitment to exceptional guest service, this hotel caters to both business and leisure travelers. The Kinseth Hotel Corporation, which operates this property, is renowned for its dedication to hospitality excellence, maintaining high standards that ensure guests enjoy a comfortable and welcoming stay. The District location further adds value by placing guests at the heart of local dining, entertainment, and shopping options, making it a prime destination for visitors to the area.
The position of Guest Service Manager at Home2 Suites & Tru by Hilton Ankeny is a leadership role focused on overseeing the front desk operations and enhancing the overall guest experience. This role requires an energetic hospitality professional who thrives in a fast-paced environment and is passionate about providing outstanding customer service. The Guest Service Manager is responsible for leading a team to ensure every guest’s needs are met with warmth and professionalism. Key responsibilities include staff hiring, training, scheduling, and performance supervision, all aimed at maintaining adherence to corporate policies and franchise standards. This management position also requires close collaboration with other departments to resolve guest complaints, optimize service delivery, and uphold safety and security standards across the property.
In addition to managing day-to-day operations, the Guest Service Manager handles critical administrative duties such as managing the reservation system, overseeing cash and credit transaction protocols, and preparing financial reports related to room sales and guest accounts. A deep understanding of hotel front desk procedures and guest relations is paramount to success. This role also demands flexibility to cover shifts for front desk, van driver, and housemen roles when needed. Physical demands include regular standing, walking, and occasionally lifting up to 50 pounds, reflecting the hands-on nature of this position. The job offers valuable benefits including health, dental, vision insurance after 60 days, 401k, paid time off, paid training, a referral program, and discounts at Kinseth Hotel Corporation’s affiliated hotels and restaurants. This comprehensive benefits package coupled with the dynamic work environment makes it an exciting opportunity for a motivated individual looking to advance their career in hospitality management.
The position of Guest Service Manager at Home2 Suites & Tru by Hilton Ankeny is a leadership role focused on overseeing the front desk operations and enhancing the overall guest experience. This role requires an energetic hospitality professional who thrives in a fast-paced environment and is passionate about providing outstanding customer service. The Guest Service Manager is responsible for leading a team to ensure every guest’s needs are met with warmth and professionalism. Key responsibilities include staff hiring, training, scheduling, and performance supervision, all aimed at maintaining adherence to corporate policies and franchise standards. This management position also requires close collaboration with other departments to resolve guest complaints, optimize service delivery, and uphold safety and security standards across the property.
In addition to managing day-to-day operations, the Guest Service Manager handles critical administrative duties such as managing the reservation system, overseeing cash and credit transaction protocols, and preparing financial reports related to room sales and guest accounts. A deep understanding of hotel front desk procedures and guest relations is paramount to success. This role also demands flexibility to cover shifts for front desk, van driver, and housemen roles when needed. Physical demands include regular standing, walking, and occasionally lifting up to 50 pounds, reflecting the hands-on nature of this position. The job offers valuable benefits including health, dental, vision insurance after 60 days, 401k, paid time off, paid training, a referral program, and discounts at Kinseth Hotel Corporation’s affiliated hotels and restaurants. This comprehensive benefits package coupled with the dynamic work environment makes it an exciting opportunity for a motivated individual looking to advance their career in hospitality management.
Job Requirements
- High school diploma or equivalent
- minimum 2 years of experience in hospitality or related field
- proven supervisory or management experience
- strong organizational and multitasking abilities
- excellent customer service skills
- ability to work under pressure and maintain professionalism
- valid work authorization
- physical ability to perform job duties including standing for extended periods and lifting up to 50 pounds
Job Qualifications
- High school diploma or equivalent
- previous experience in hotel front desk or guest service management preferred
- strong leadership and team management skills
- excellent communication and interpersonal skills
- ability to handle guest complaints and resolve conflicts effectively
- proficient in reservation and property management systems
- knowledge of cash handling and credit card procedures
- ability to work flexible hours including nights, weekends and holidays
- commitment to safety and security standards
Job Duties
- Hires, trains, schedules, assigns duties and shifts to workers and observes performances to ensure adherence to KHC policies and established KHC and 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, 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, 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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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