Front Office Manager

Kimpton Hotels•New York, NY

35d

About The Position

We believe heartfelt, human connections make people's lives better. Especially the people who work here. Our founder, Bill Kimpton rebelled against impersonal, generic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today. Your work here has meaning. You're here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It's what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you. How We're Different Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day. It all flows from you. The lively, rebellious, genuine you - with your diverse background, talents, experiences, and plucky personality - is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine. That's what we seek out and celebrate. It's people of all kinds who share a knack for creativity and self-leadership. People who don't need to be told what to do to get things done. People who have an innate passion for making others' lives better. It adds up to a work environment that's a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guests feel it; you'll feel it too. Lead all Front Office operations, set and maintain a high level of guest service. Provide support, mentorship, and coaching to the team.

Requirements

2 years of management experience in hospitality or similar industry.
Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of integrity.
Ability to read, write, and verbally communicate effectively and professionally.
Flexible schedule, able to work evenings, weekends, and holidays when needed.

Nice To Haves

Bachelor's degree is preferred.
Experience with Opera and Microsoft Office Suite is preferred.

Responsibilities

Delete or add transactions that will assist in balancing revenues.
Review Front Desk logbook for any information or incidents, communicate with desk agents to gather pertinent information, review all arrivals noting any special requests, assess whether any guest relocation is necessary.
Assist guests with services and requests, follow established key control policy, be knowledgeable of 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.
Supervise all duties performed by the Front Office team.
Coach, and counsel employees when necessary, using the correct documentation and techniques.
Make sure all employees are posted at their stations on time, and that they complete their essential duties before their departure.
Schedule for all areas of operation in a timely manner. Assist with all sick calls or tardiness by finding coverage, report to work and stay until coverage can be found (including night audit shifts).
Meet or exceed levels of service required by the Mystery Shopper Survey, as well as the "guest comment card" return ratios.
Meet or come in under payroll and expense budgets.
Accountable for the "guest ledger" and its daily maintenance.
Ensure that all employees follow cash and credit handling procedures.
Meet the desk agents to get any pertinent information, review Front Desk logbook for incidents and arrivals noting any special requests or changes.
Assess whether any guest relocation will be necessary, assist guests with services and requests.
Follow established key control policy, be knowledgeable of all fire and emergency procedures.
Complete other departmental duties as they become necessary and/or required by immediate supervisors.
Ensure that hotel services are coordinated to provide the best in guest and employee satisfaction.
Create and post all employee schedules within the required time frame.
Assist with all sick calls or tardiness by finding coverage, report to work and stay until coverage can be found (including night audit shifts).
Make sure expenses and labor costs are meeting or coming in under budgeted requirements.
ServSafe Certification must be completed
TIPS Training must be completed