At Kimpton it all starts with our culture, which is focused on supporting our employees' personal and professional growth. We believe that if we take care of our employees they will be able to take care of our guests, ensuring the satisfaction of our investors and our future. Our culture inspires confidence and leads to caring service that comes straight from the heart.

We also are a socially responsible employer and citizen thanks to our Kimpton EarthCare and Kimpton Cares programs. Kimpton EarthCare is our industry-leading environmental program in which we have adopted eco-friendly operational practices and products to do our part in supporting a sustainable world.

"Fortune Magazine named Kimpton one of the 100 Best Places to Work For in 2013!"

SUMMARY: The Front Desk Manager will be responsible for providing quality guest service within the guidelines specified by the hotel management. Oversees all Front Desk operations, (Front Desk, PBX, Concierge, Night Audit). Sets and maintain high level of guest service providing support for the line staff. Scheduling for all areas of Front Office operations. Properly deleting or adding any transactions that will assist in the balancing of all revenues. Monitor and maintain property interfaces. Training of all employees working any shift. Coaching, counseling, and disciplining all the shift employees. Indirectly responsible for overseeing the other hotel departments, such as, Security, Engineering, Reservations, and Housekeeping.

This position's basic schedule is five shifts per week, anywhere from 6:00AM to 12:00 midnight. Days off will not be consistent and will fluctuate pending business needs. It is quite possible that an early arrival or a late departure may be needed to assist Front Office and Hotel operations. Coverage of Night Audit shifts may be required. If business dictates, the schedule will be modified to allow the best possible coverage.

-Meet the desk agents to get any pertinent information
-Review Front Desk logbook for any other information or incidents.
-Review all arrivals noting any special requests or challenges
-Assess whether any guest relocation will be necessary.
-Make sure all shifts are covered as scheduled, cover as necessary.
-Follow established key control policy.
-Ensure proper credit policies are followed.
-Inspect all VIP arrival rooms.
-Attend Wine Hour as specified as the monthly wine hour schedule dictates.
-Assist guests with services and requests.
-Knowledgeable of Fire and Emergency Procedures.
-Run and attend departmental my training classes/seminars when scheduled.
-Performs all other duties as directed by immediate supervisors.
-Complete other departmental duties as they become necessary.
-Professional contact via telephone, email, and in person with all other hotel departments such as, -Reservations, Sales, Housekeeping, Bell Staff, valet, Engineering, etc…is crucial to ensure that hotel services are coordinated to provide the best in guest and employee satisfaction.

SUPERVISORY RESPONSIBILITIES:

-Oversee and supervise all duties performed by Front Desk, PBX, Concierge, Night Audit.
-Create and post all employee schedules on Thursday by 12 noon.
-Coach, Counsel & Discipline employees when necessary, using proper documentation and proper techniques.
-Ensure that all Front Desk, PBX, Concierge, Bell, Door, Valet Services, Night Audit, and In Room Dining employees complete their essential duties before their departure.
-Ensure that all Front Desk, PBX, Concierge, Bell, Door, Valet Services, Night Audit, and In Room Dining employees are posted at their stations at posted time. Assist with all sick calls or tardiness by finding proper coverage, report to work and stay until proper coverage can be found.
-Assist with any scheduled shift problems on the Night audit shifts.
-Accountable for the proper training and daily monitoring of all service levels provided by employees to guests and other fellow employees.
-Accountable for meeting or exceeding levels of service required by the Mystery Shopper Survey.
-Monitor and maintain proper Front Desk, PBX, Concierge, Bell, Door, Valet Services, Night Audit, and In Room Dining operational supplies.
-Accountable for meeting or coming in under payroll and expense budgets.
-Accountable for maintaining and monitoring that all employees follow proper cash handling procedures.
-Accountable for the "guest ledger" and its proper daily maintenance.
-Accountable for meeting and maintaining the "guest comment card" i.e. Market Metrix and following up with FAAME initiatives.
Required Skills & Experience:
QUALIFICATIONS REQUIRMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, as well as other duties specified by their Supervisor or Manager. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or two to three years hotel experience in a management/supervisory capacity; or equivalent combination of education and experience.

LANGAUGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence. Ability to effectively present information and respond to questions or requests from groups of managers, clients, co-workers, and the general public.


MATHEMATICAL SKILLS:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization may exist. Ability to interpret a variety of instructions furnished in written, oral diagram, or schedule form.

OTHER SKILLS and ABILITIES:

Able to operate telephone, computer stations, plug and unplug various power cords, familiar with basic computer interface systems. Able to maintain organizational image by demonstrating high quality guest service at all times.

PHYSICAL DEMANDS:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

While performing this job, the employee is regularly required to stand, walk, sit, speak, hear, reach, bend over, stoop, use hands, use fingers, write, see, feel objects, handle paper, wires, pens, boxes, and occasionally kneel. Occasional lifting or moving may be required of objects of up to 20 pounds.