Our mission is to be the best loved Hotel & Restaurant Company so regardless of position, we look for individuals who are passionate about providing genuine heartfelt care to our guest and employees.
What you get to do: The Front Office Manager is responsible for leading and developing a high performing Front Desk and Front Services team. The Front Office Manager oversees all operations including, but not limited too (Front Desk, PBX, Concierge, Bell, Door, Valet Services, and Night Audit). Sets and maintains a high level of guest service. Provides support for the line staff, and leads by example working the front desk as the Manager on Duty. This person is responsible for scheduling all areas of Front Office operations. Monitor and maintain property interfaces. Training of all employees in said areas. Coaching, counseling, and developing all team members.
The essential hospitality standards must be used at all times when addressing guests and employees; eye contact, smile, speak first, engage in polite conversation, speak last, and use the guest surname.
Elevating the guest experience by orchestrating memorable arrivals and departures for all guests
Ensuring effective problem resolution through effective follow up while maintaining great guest relations
Meet and pre-shift with team daily
Review Front Desk pass-on for any pertinent information or incidents.
Review special requests to create "Kimpton Moments"
Assess whether any guest relocation will be necessary.
Ensuring proper staffing levels in responsible areas
Follow established key control policy.
Attend Wine Hour
Assist guests with services and requests.
Knowledgeable of Fire and Emergency Procedures.
Run and attend departmental meetings when scheduled.
Performs all other duties as directed by immediate supervisors.
Complete other departmental duties as they become necessary.
Professional contact via telephone with all other hotel departments such as, Reservations, Sales, Housekeeping, Bell Staff, valet, Engineering, etc...is crucial to ensure that hotel services are coordinated to provide the best in guest and employee satisfaction.
Oversee and supervise all duties performed by Front Office employees
Ensure Guest Satisfaction scores are being met at the highest standards
Create and post all employee schedules
Coach, Counsel & Discipline employees when necessary, using proper documentation and proper techniques.
Ensure that all Front Office employees complete their essential duties before their departure.
Ensure that all Front Office employees are posted at their stations. Assist with all sick calls or tardiness by finding proper coverage, report to work and stay until proper coverage can be found
Accountable for the proper training and daily monitoring of all service levels provided by employees to guests and other fellow employees.
Accountable for meeting or exceeding levels of service required by the Mystery Shopper.
Monitor and maintain proper Front Office operational supplies.
Accountable for meeting the appropriate payroll and expense budgets.
Accountable for maintaining and monitoring that all employees follow proper cash handling procedures.
Accountable for the "guest ledger" and its proper daily maintenance.
Specific experience we're seeking:
High school diploma or general education degree (GED); or two to three years related experience and/or training; or equivalent combination of education and experience.
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: Prior experience required. Depending on the role degree may be required.
LANGUAGE SKILLS: Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.
PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, or telephone. The employee must regularly lift and/or move up to 10-25 pounds and frequently lift and/or move up to 50 pounds.
(Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands).