Overnight Front Office Manager

Kimpton Hotels & Restaurants•New York, NY

3d•Onsite

About The Position

This role is for an Overnight Front Office Manager who will lead all Front Office operations, set and maintain a high level of guest service, and provide support, mentorship, and coaching to the team. The position emphasizes a heartfelt, human connection in hospitality, fostering an environment where people can connect from the heart. The company culture is described as entrepreneurial, lively, rebellious, genuine, quirky, irreverent, exciting, uncommon, empowering, and exceptional, celebrating diversity and individuality.

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 overnight, weekends, and holidays when needed.

Nice To Haves

Experience with Opera and Microsoft Office Suite is preferred.

Responsibilities

Lead all Front Office operations, set and maintain a high level of guest service.
Provide support, mentorship, and coaching to the team.
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