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Lead Front Office Operations Manager

2 months ago

Miami, United States Kimpton Hotel Full time

About the Role

We're seeking a highly skilled and experienced Front Office Operations Manager to lead our Front Desk team at Kimpton Epic Hotel. As a key member of our hotel's management team, you will be responsible for ensuring exceptional guest service and maintaining a high level of operational efficiency.

Key Responsibilities

  • Lead all aspects of Front Office operations, including guest check-in, check-out, and room assignments.
  • Provide timely and courteous service to all guests, ensuring their needs are met and exceeded.
  • Assist guests with special requests, challenges, and billing issues.
  • Ensure all functions are carried out to maintain a collaborative and efficient work environment.
  • Meet with staff to review shift information, review the Front Desk logbook, and ensure all shifts are covered as scheduled.
  • Follow established key control policy, credit policies, and be knowledgeable of all fire and emergency procedures.
  • Ensure the completion of the desk agents' AM/PM checklist and handle guest situations as they arise in a calm and professional manner.
  • Be an expert in all employee duties to ensure you are 'leading by example' in all that you do.
  • Maintain professional contact via telephone with all other hotel departments.
  • Ensure accuracy of groups, rooming lists, billing, amenities, arrivals, etc.
  • Maintain cleanliness, organization of back office, front desk, and front desk closet, as well as inventory of office supplies.
  • Counsel and coach employees when necessary, using accurate documentation and techniques.
  • Ensure all employees complete their duties before departing, that they are posted at their stations on time.
  • Accountable for training and daily monitoring of all service levels, as well as making sure all team members are following grooming and uniform standards.
  • Accountable for meeting or coming in under payroll and expense budgets.

Requirements

  • 2 years of related experience in hospitality or similar industry.
  • High School Diploma is preferred.
  • Flexible schedule, able to work evenings, weekends, and holidays when needed.

About Us

Kimpton Epic Hotel is a boutique hotel that values diversity, equity, and inclusion. We believe that our differences make a difference and we strive to create a culture that reflects the diversity of our guests. We welcome and celebrate people of all backgrounds, experiences, and perspectives.