Front Office Supervisor

Front Desk Supervisor

Pay Range for this role is $24/hour + benefits and perks

Scheduled shifts for this role vary, including 7a-3p, 10a-6p, 3p-11p

Kimpton Hotel Monaco Seattle

1101 4th Ave (4th & Spring)

Benefits & Perks

• Hotel + restaurant discounts in all of Kimpton + IHG – worldwide
• Paid Time Off – sick & vacation pay with rollover
• Paid Holidays - after 90 days
• Paid parental & medical leave after 6 months of employment for exempt managers
• Affordable medical/dental/vision/HSA plans
• Basic Life Insurance (employer provided), Supplemental Life Insurance
• Short Term Disability Insurance
• Long Term Disability Insurance
• Hospital Indemnity, Critical Illness & Accident Insurance
• Tuition Reimbursement
• Commuter Benefits

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

The Front Office Supervisor is responsible for providing quality guest service within the guidelines specified by the hotel management. Oversees all Front Office operations (Front Desk, Concierge, Night Audit, Bell, Door, and Valet Services). Sets and maintains a high level of guest service. Provides support for the line staff. Properly deletes or adds any transactions that assist in the balancing of revenues. Monitors and maintains property interfaces. Trains, coaches, counsels, and disciplines all front office shift employees. Provides prompt and courteous service to all guests, encouraging them to return again to generate repeat business. Assists guests upon check-in and provides great service throughout their stay. All functions are carried out to maintain an environment of teamwork.

Some of your responsibilities include:

• Meet the desk agents to get any pertinent information.
• Review Front Desk pass down report for any other information or incidents.
• Review all arrivals and departures noting any special requests, challenges, and to ensure that billing is correct.
• 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 credit policies are followed.
• Ensure the completion of the desk agents AM/PM checklist.
• Handle guest situations as they arise in a calm and professional manner.
• Assist guests with services and requests.
• Knowledgeable of all fire and emergency procedures.
• Be an expert in all employee duties to ensure you are “leading by example” in all that you do.
• Perform all other duties as directed by immediate supervisors.
• Complete other departmental duties as necessary.
• Maintain professional contact via telephone with all other hotel departments such as Reservations, Sales, Housekeeping, Bell Staff, Valet, Engineering etc. It is crucial to ensure that hotel services are coordinated to provide the best in guest and employee satisfaction.
• Be visible at all times to our guests and staff.
• Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues, as well as reducing costs.
• Ensure inventory controls, working with Sales and Reservations to ensure maximum selling potential and house balance.
• Ensure accuracy of groups, rooming lists, billing, amenities, arrivals, etc.
• Maintain cleanliness and organization of back office, front desk, and front desk closet.

Supervisory Responsibilities:

• Oversee and supervise all duties performed by Front Office employees.
• Coach, counsel, and discipline employees when necessary, using accurate documentation and techniques.
• Ensure all Front Office employees complete their duties before departing, and that they are posted at their stations on time.
• Assist with all sick calls or tardiness by finding coverage, report to work and stay until coverage can be found.
• Assist with any scheduled shift problems on the Night Audit shifts.
• Accountable for the training and daily monitoring of all service levels provided by employees to guests and other employees.
• Monitor and maintain Front Office operational supplies.
• Accountable for meeting or coming in under payroll and expense budgets.
• Ensure all employees are following cash and credit handling procedures.
• Ensure that all team members are following grooming and uniform standards.

What You Bring

• High school diploma or general education degree (GED).
• Previous experience in a customer-facing role.
• Flexible schedule, able to work evenings, weekends and holidays.
• Work well under pressure, dealing with many arrivals and departures within a short period of time.
• Able to calmly handle guest problems with ease.
• Familiar with hotel systems and operations, and the ability to enter in information accurately.

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.

Be Yourself. Lead Yourself. Make it Count.

The pay range is only applicable for jobs to be performed in Seattle, WA. This 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, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

You can apply for this role by clicking on the Apply button. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.