Job Details

JOB SUMMARY

The overall objective and purpose of the Front Office Manager are to support the Front Office by leading the team in executing guest service-related responsibilities to create an exceptional experience for our guests. This includes providing hospitable service involving all guest interactions, anticipating their needs, solving problems, and coaching and training staff to exceed our guests' expectations.

CORE RESPONSIBILITIES

Primary areas of responsibility include, but are not limited to the following:

• Oversee the operations of the Front Office department, ensuring the implementation and execution of KQA and BSA standards.
• Provide hands-on training and continuous coaching to subordinates, supervising and directing the execution of service-related tasks to ensure the efficient and professional operation of the Front Office.
• Foster Grand Performer commitment to providing intuitive service and model desired service behaviors in all interactions with Guests and Grand Performers.
• Maintain complete knowledge and ensure compliance with company policies and standard operating procedures.
• Create and distributes work schedules adequate for operational needs.
• Plan and organize daily shifts. Effectively delegate tasks and responsibilities to subordinates, audit work for accuracy, and monitor outcomes.
• Oversee budget process for the Front Office and control operating and labor expenses. Uses Peak Performance to optimize the guest service experience while operating within labor budget/occupancy levels.
• Create the guestroom occupancy forecast, manage the departmental budget, and participate in P&L meetings when requested.
• Take ownership and solve problems. Provide guidance and support, empowering subordinates to solve problems and resolve guest issues.
• Conduct monthly meetings with subordinates to proactively solve problems, respond to questions and create a positive productive work environment.
• Train, mentor, and develop Grand Performers to the standards of a world-class property and intuitive service experience.
• Assist in developing leaders and bench strength through the implementation of the Job Coach program.
• Conduct Grand Performer coaching and counseling, progressive discipline, 90-day reviews, and Annual Performance Appraisals.
• Have a thorough knowledge of the product, including room types, amenities, services, and brand standards
• Develop, acknowledge and track guest preferences.
• Stay informed of sales strategies, packages, promotions, and discounts, and understand the impact on other departments
• Demonstrate effective sales techniques to upsell rooms, amenities, and products.
• Review GSS scores, comment cards, guest satisfaction results, and other data; takes corrective action as appropriate.

KNOWLEDGE, SKILLS, AND ABILITIES

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

• Strategic business leader - Works strategically to devise plans in alignment with organizational goals.
• Cultivates engagement - Builds loyalty to the company and not to themselves. Proven ability to host/facilitate effective meetings, and motivate teams to produce results within tight timeframes while simultaneously managing several projects.
• Generates alignment - Ensures proper time and effort are spent to build high-level performance and consistency throughout the collection.
• Leads with courage - Provides a culture of accountability.
• Execution of plans - Utilizes our systems, tools, and resources to accomplish results and achieve goals.
• Advanced level of written, verbal, and interpersonal communication skills.
• Ability to implement and uphold service standards.
• Ability to prioritize and organize work assignments.
• Ability to work well in stressful, high-pressure situations.
• Comprehensive knowledge of a safe work environment.

MINIMUM QUALIFICATIONS

• Bachelor's degree in Business or related training equivalent – required
• 2+ years of relevant work experience in similar scope and title – required
• Experience within luxury brand/markets – required
• Experience with Opera – preferred

SUPERVISORY RESPONSIBILITIES

Supervisory and leadership responsibilities include achieving results through providing direction and accountability to the following Grand Performers within the culture and policies established by the Kessler Collection.

• Assistant Front Office Manager