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Front Office Manager

2 months ago

Emporia, United States KMG Hotels Full time
As Front Office manager for Hampton Inn, you will lead the team in the delivery of exceptional customer experiences whilst driving optimal up-sell and on-sell performance.

Leadership:
The ability to envision possibilities, contribute to high performing teams, and inspire passion. The willingness to take calculated risks, assume responsibility, and enhance quality and service. Demonstrated through:
  • Acting as a role model for the team and leading by example at all times.
  • Effectively articulating  both the hotel ‐purpose, vision, strategy, objectives and results.
  • Taking ownership and accountability for your actions / behaviors  and those of your team.
  • Ensuring that each team member understands the purpose of their role and is equipped with the training and tools required.
  • Providing regular feedback on performance to both individuals and teams and seeking feedback regularly from those you lead.
  • Pro‐actively managing poor performance and leading the way in the development of talent.
  • Creating a “high trust” working environment by always doing what you said you would do – delivering what you said you would deliver.
  • Overcoming barriers that limit business performance and the implementation of change.
  • Optimal use of business tools and resources provided by brand or Management Company.
  • Supporting a “bottom‐up” / coaching led working environment.

Customer Focus: The ability to proactively sense and take action on customer needs and opportunities. The willingness to exceed customer expectation. Demonstrated through: 
  • Delivery of relevant hotel service and product propositions – brand, regional or local in origin.     
  • Anticipating the needs of the guest (s) and taking experience enhancement action before arrival (needs may be driven by hotel events).
  • Keeping up to date with consumer trends and competitor activity ‐responding appropriately.
  • Committing energy and focus in ensuring that all team members have the necessary skills and behaviors to deliver great experiences and optimal customer spend.
  • Being aware of the cultural and social differences across end user groups –planning and executing accordingly and building team awareness.
  • Responding to all feedback in a timely and appropriate manner and sharing this with the team daily.
  • Delivery of high levels of HHonors guest satisfaction, repeat guest intent and problem resolution.
  • Ensuring that your teams always deliver what was promised in the marketing material / promotion.
  • Dealing effectively with underlying issues that impact the experience and loyalty of guests.                            
  • Encouraging feedback at all times to inform product development and team learning.
  • Delivery of loyalty program enrolments and up‐sell achievements.
  • Recognizing and rewarding excellence in customer service.

Living the Values:The ability to inspire day to day demonstration of the Hilton values. The willingness to walk the talk and positively project the face of Hilton Worldwide. 

Collaboration:The ability to work inter‐dependently with others, within or across groups, functions, brands, and geographies to improve effectiveness. The willingness to put the interests of the enterprise above your own and seek win‐win solutions.

Judgment:The ability to process information effectively. The willingness to use facts and data to make sound decisions, and to learn from experience.  
Results Focus: The ability to deliver results and solutions and keep the focus on driving customer value. The willingness to assume personal ownership and accountability. 
SUPPORTIVE FUNCTIONS:In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the General / Hotel Manager based upon the particular requirements of the company.
  • Provide training to other hotel team members on front office management procedures, standards and principles, as needed.
  • Ensure that all front office management related systems are maintained, including Property Management System, Labour Management System, room key, etc.
  • Participate in system development projects and quality enhancement pilots.
  • Participate in Regional Specialist Team meetings, conference calls and initiatives.
  • Participate in Duty Management, Brand Culture Program and Health and Safety Committee.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:The individual must possess the following knowledge, skills and abilities and be able to perform the essential functions of the job, with or without reasonable accommodation.

PREFFERRED QUALIFICATIONS:
  • College certification or experience equivalent.
  • Significant experience front office management or leadership roles.
  • Certificated learning in delivering training, coaching and performance management techniques.
  • Leadership and Change Management certification.


About KMG Hotels:

KMG HOTELS was founded in 2000 and owned by Jay Koshiya and Sanjay Koshiya. Jay Koshiya is the current Chief Executive Officer, & President. Mr. Sanjay Koshiya is current Vice President & Chief Operating Officer of the company. Today, KMG owns and operates twenty one hotels, representing various franchises like Marriott, Hilton, Inter Continental Hotels Group & Choice Hotels International. KMG has opened six Marriott Premium select service hotels in the last eighteen months and has a number of exciting development projects in the pipeline. KMG Hotels is a company committed to growth by exceeding the expectations of our associates, guests and partners. We strive to create an environment where all associates are valued and respected, and where doing it the “right way” takes precedence over doing it the “easy way.” We aspire to be the industry leader in proactively setting standards of excellence in acquisitions, development, ownership and management. Our growth is built on honest business practices, a strong commitment to our associates, progressive sales practices and a dedication to providing well maintained hotels. Hard work, commitment and the spiritual strength of the KMG family have been the building blocks of the KMG Hotels brand. As a premier lodging company that now employs over 800 plus associates, KMG Hotels provides increasing financial strength and stability to our stakeholders—namely our guests, associates and owners.