Guest Services Manager

Kimpton Hotels & Restaurants; Miami (FL); In loco; USD 65.000 - 95.000; Tempo pieno

Descrizione del lavoro

Kimpton Hotels & Restaurants is seeking a Front Office Leader to oversee all Front Office Operations, ensuring a high level of guest service and staff training. The role requires managing desk agents, reviewing logs, and coordinating shifts across evenings, weekends, and holidays.

Applicants should have at least 2 years of hospitality management experience and a Bachelor’s degree (preferred). Experience with Opera and Microsoft Office Suite is also preferred to support daily operations.

Competenze

• Minimum of 2 years management experience in hospitality or similar industry.
• Bachelor's degree preferred.
• Ability to read, write, and verbally communicate effectively and professionally.
• Experience with Opera and Microsoft Office Suite is preferred.

Mansioni

• Lead Front Office Operations by setting and maintaining a high level of guest service.
• Review and train the front desk staff; ensure incidents, arrivals, and requests are managed smoothly.
• Coordinate schedules and ensure coverage, including evenings, weekends, and holidays.
• Assist with sick calls or tardiness by finding coverage and staying until covered.
• Manage expenses and labor costs to meet budgeted targets.

Conoscenze

Leadership

Communication

Problem-solving

Formazione

Bachelor's degree

Strumenti

Opera

Microsoft Office Suite

Descrizione del lavoro

Why We're Here

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

Responsible leading all Front Office Operations by setting and maintaining a high level of guest service and providing support and training for the line staff.

Some Of Your Responsibilities Include

• Meet the desk agents to get any pertinent information, review Front Desk logbook for incidents, arrivals, special requests and operational updates. Assess whether any guest relocation will be necessary, assist guests with services and requests. Follow established key control policies and be knowledgeable of all fire and emergency procedures. Inspect all VIP arrival rooms.
• Attend wine hour as specified as the monthly wine hour schedule dictates. Lead and attend department training classes and seminars when scheduled, meet or exceed levels of service required by the Mystery Shopper Survey. 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. Coach and counsel employees when necessary, using the appropriate documentation and techniques. Ensure that all employees are posted at their stations on time, and that they complete their essential duties before their departure.
• Assist with all sick calls or tardiness by finding coverage, report to work and stay until coverage can be found (including evenings, weekends, holidays, and overnight shifts). The role will regularly support overnight operations by working two overnight shifts per week and providing additional coverage as needed. This individual must be prepared to remain on duty until appropriate management or operational coverage is arranged, ensuring seamless service and leadership presence at all times.
• Make sure expenses and labor costs are meeting or coming in under budgeted requirements. Ensure all employees follow cash and credit handling procedures. Accountable for the "guest ledger" and its daily maintenance as well as maintaining the "guest comment card" return ratios as expected by the hotel and management.

What You Bring

Minimum of 2 years management experience in hospitality or similar industry. Bachelor's degree preferred. 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.