Front Office Manager

Kimpton Hotels & Restaurants; City of Rochester (NY); Vor Ort; USD 60.000 - 90.000; Vollzeit

Zusammenfassung

Kimpton Hotels & Restaurants is seeking a Front Office Leader to oversee all Front Office operations in a bustling hotel environment. You will mentor the team, balance revenue activities, and ensure top-tier guest service, including supervision of night audits and payroll adherence.

The role requires 2+ years of management experience in hospitality, flexibility to work evenings and weekends, and familiarity with Opera and Microsoft Office.

Qualifikationen

• Minimum 2 years of management experience in hospitality.
• Ability to diplomatically handle difficult situations with integrity.
• Strong reading, writing and verbal communication skills.
• Experience with Opera and Microsoft Office Suite preferred.
• Flexible schedule including evenings, weekends and holidays.

Aufgaben

• Lead all Front Office operations and maintain high guest service levels.
• Provide mentorship, coaching, and supervision to the Front Office team.
• Balance revenues by reviewing transactions and adjusting as needed.
• Review desk logbook, coordinate with agents, and note special guest requests.
• Assist guests with services, manage key control and safety procedures.
• Inspect VIP arrival rooms and participate in monthly guest events.
• Oversee staff scheduling and ensure coverage for night audit shifts.
• Manage payroll targets and stay under budgeted expenses.
• Ensure cash and credit handling procedures are followed.

Kenntnisse

Management experience

Customer service

Communication skills

Opera PMS

Microsoft Office

Tools

Opera PMS

Microsoft Office

Jobbeschreibung

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.

What You'll Do

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

This role will work two overnights and three PM shifts.

Some of your responsibilities include:

• 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

What You Bring:

• 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.
• Experience with Opera and Microsoft Office Suite is preferred.
• Flexible schedule, able to work evenings, weekends, and holidays when needed.

Differences make a difference. We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders. For our complete EEO policy click here .

Be Yourself. Lead Yourself. Make it Count.

Disclosures

* The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
* No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

EEO Is The Law - click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

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