Guest Services Manager

Kimpton Hotels & Restaurants; Torch of Friendship (FL); On-site; USD 38,000 - 41,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k

Job summary

Kimpton Hotels & Restaurants is seeking a Front Office Leader in Florida to oversee all Front Office Operations, maintain a high level of guest service, and train staff. This role requires strong people skills and a collaborative approach to hotel operations.

Minimum 2 years of hospitality management is required, with preferred experience using Opera and Microsoft Office. A Bachelor's degree is preferred, and flexibility to work evenings, weekends, and holidays is expected.

Qualifications

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

Responsibilities

• Meet the desk agents to obtain pertinent information and review logs for incidents and updates.
• Oversee front desk operations and staff training to maintain high guest service levels.
• Coordinate schedules, ensure timely coverage, and manage labor costs.
• Ensure cash handling procedures and maintain guest ledger and comment cards.

Skills

Leadership

Communication

Customer service

Education

Bachelor's degree

Tools

Opera

Microsoft Office Suite

Job description

The hourly pay range for this role is $27.40 - $30.05. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.

Job Information

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.

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.

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.