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 Office Manager is responsible for providing quality guest services that include registration and check-out, PBX operations, Valet and Pool Services. The Front Office Manager must be accurate with daily accounting procedures.
The essential hospitality standards must be used at all times: eye contact, smile, speak first, engage in polite conversation, use the guest surname!
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Review arrivals noting special requests, blocking rooms as needed.
Check in and out hotel guests in a confident, professional and friendly manner. Train staff to do so as well.
Insure that all phone calls are answered promptly and knowledgeably, always ensuring complete and accurate information.
Assign and insure that all items on appropriate (AM, PM, Graveyard) checklist by end of shift are completed.
Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
Support the established key control policy.
Ensure proper credit policies are followed.
Issue guest safety deposit boxes.
Support the Housekeeping Manager in all lost & found articles accompanied by a completed lost & found report.
Knowledgeable of immediate area, services, attractions, and events.
Assist with Concierge services in the absence of the Concierge.
Knowledgeable of fire and emergency procedures.
Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
Verify credit limit report.
Monitor room availability throughout the day.
Review daily the selling status of the hotel using yield management system.
Conduct daily stand up meetings and conduct department meeting once a month.
Performs all other duties as directed by Resort Manager and/or General Manager.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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); college degree preferred. At least one to two years of management/supervisory experience. Prior experience in working and leading a Front Desk Team is a must.
LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide id decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
OTHER SKILLS and ABILITIES:
Operating Opera, Guestware, and other PMS software systems. Must be accountable for balancing daily shift bank. Also must maintain organization image by demonstrating quality service at all times.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
(Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands)
