Guest Experience Leader - Front Office & Night Ops

Kimpton Hotels & Restaurants; City of Rochester (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Management experience

Customer service

Communication skills

Opera PMS

Microsoft Office

Tools

Opera PMS

Microsoft Office

Job description

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.