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 Assistant Front Office Manager is responsible for providing quality guest service within the guidelines specified by the hotel management.  Oversees all Front Office operations, (Front Desk, PBX, Concierge, Bell, Door, Valet Services, and 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 the any shift.  Coaching, counseling, and disciplining all the shift employees.  See Front Desk Agent job description for other job specifics.  Maintains close communication with Director of Rooms.

The essential hospitality standards must be used all times when addressing guests and employees; eye contact, smile, speak first, engage in polite conversation, speak last, and use the guest surname.

This position's basic schedule is five shifts per week, anywhere from 6:00AM to 12:00 midnight.    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.

ESSENTIAL DUTIES AND RESPONSIBILITES include the following, but are not limited to:  (other duties may be assigned)

• 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 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 all Front Office employees.

• Create and post all employee schedules weekly.
• Coach, Counsel & Discipline employees when necessary, using proper documentation and proper techniques.
• Ensure that all Front Office employees complete their essential duties before their departure.
• Ensure that all Front Office 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 Office 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" return ratios required by the hotel and management.

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 related experience and/or training; or equivalent combination of education and experience.