Front Office Operations Manager
3 days ago
We are seeking a highly skilled and experienced Front Office Manager to lead our Front Office operations and provide exceptional guest service. As a key member of our team, you will be responsible for setting and maintaining high standards of guest satisfaction, providing support and guidance to our Front Desk team, and ensuring seamless day-to-day operations.
Key Responsibilities- Lead all Front Office operations, ensuring a high level of guest service and satisfaction.
- Provide support, mentorship, and coaching to the Front Desk team, helping them to develop their skills and knowledge.
- Review and manage Front Desk logbooks, ensuring accurate and up-to-date records of guest interactions and incidents.
- Assist guests with services and requests, providing a personalized and welcoming experience.
- Inspect VIP arrival rooms, ensuring they meet our high standards of quality and cleanliness.
- Attend monthly Wine Hour events, promoting a positive and inclusive team culture.
- Run and attend departmental training classes and seminars, staying up-to-date with industry best practices and trends.
- Supervise all duties performed by the Front Office team, ensuring tasks are completed efficiently and effectively.
- Coach and counsel employees when necessary, using effective communication and documentation techniques.
- Schedule Front Office staff, ensuring adequate coverage and minimizing downtime.
- Assist with sick calls and tardiness, finding coverage and ensuring seamless operations.
- Meet or exceed levels of service required by the Mystery Shopper Survey and guest comment cards.
- Meet or come in under payroll and expense budgets, ensuring financial responsibility and accountability.
- Accountable for the guest ledger and its daily maintenance, ensuring accurate and up-to-date records.
- Ensure all employees follow cash and credit handling procedures, maintaining high standards of security and integrity.
- 2 years of management experience in hospitality or a similar industry.
- Bachelor's degree preferred.
- Ability to diplomatically deal with difficult situations and people, exhibiting a consistent level of integrity.
- Ability to read, write, and verbally communicate effectively and professionally.
- Experience with Opera and Microsoft Office Suite preferred.
- Flexible schedule, able to work evenings, weekends, and holidays when needed.
Kimpton Hotel Palomar Philadelphia is a vibrant and inclusive hotel that celebrates diversity and individuality. We are committed to creating a culture that reflects the diversity of our guests and employees, and we welcome people of all backgrounds, experiences, and perspectives to join our team.
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