Front Office Manager

Kimpton Hotels & Restaurants•New York, NY

About The Position

The Front Office Manager leads all Front Office operations and maintains a high level of guest service. The role provides support, mentorship, coaching, and supervision to the Front Office team, and ensures hotel services are coordinated to promote guest and employee satisfaction. The schedule consists of two overnight shifts and three PM shifts. The manager is also responsible for scheduling, staffing coverage, payroll and expense controls, guest ledger maintenance, and compliance with cash, credit, key-control, fire, and emergency procedures. ServSafe Certification and TIPS Training must be completed.

Requirements

At least 2 years of management experience in hospitality or a similar industry.
Ability to diplomatically handle difficult situations and people while demonstrating consistent integrity.
Ability to read, write, and communicate verbally effectively and professionally.
Flexible schedule and ability to work evenings, weekends, and holidays when needed.
ServSafe Certification must be completed.
TIPS Training must be completed.

Nice To Haves

Experience with Opera.
Experience with Microsoft Office Suite.

Responsibilities

Lead Front Office operations and maintain a high level of guest service.
Support, mentor, coach, and supervise the Front Office team and its duties.
Review the Front Desk logbook, communicate with desk agents, review arrivals and special requests, and assess whether guest relocations are necessary.
Assist guests with services and requests; follow key-control policy and understand fire and emergency procedures.
Inspect all VIP arrival rooms.
Attend monthly Wine Hour according to the schedule.
Run and attend departmental training classes and seminars as needed.
Coach and counsel employees when necessary, using appropriate documentation and techniques.
Ensure employees report to their stations on time and complete essential duties before leaving.
Create and post employee schedules within the required time frame and arrange coverage for sick calls or tardiness, including reporting to work and staying until coverage is found for night audit shifts.
Meet or exceed service levels required by the Mystery Shopper Survey and guest comment card return ratios.
Keep payroll, labor costs, expenses, and budgets within requirements.
Maintain accountability for the guest ledger and its daily maintenance.
Ensure employees follow cash and credit handling procedures.
Coordinate hotel services to provide guest and employee satisfaction.
Complete other departmental duties as necessary or required by immediate supervisors.
Complete ServSafe Certification and TIPS Training.