IHG Front Office Manager - Kimpton Hotel Monaco Pittsburgh in Pittsburgh, Pennsylvania
Why We're Here
We believe that 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 personality - is fully welcomed 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 exactly 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 Manager (FOM) will lead all Front Office operations, to include Front Desk, Bell and Door staff, Night Audit and supervision and direction of our third-party Valet Parking operation. The FOM is tasked with setting and maintaining an exceptionally high level of guest service and satisfaction. She/he will provide support, mentorship, and coaching to the team. In this role, she/he will work closely with Housekeeping and the F&B Department to ensure our guests are well-taken care of. She/he will also communicate regularly with the Sales, Catering and Revenue Teams. This communication is crucial to ensure that Hotel services are coordinated between departments in order to provide the best in guest and employee satisfaction.
Some of your responsibilities include:
Create and implement processes and standards that will contribute to and improve guest satisfaction.
Own guest satisfaction metrics and responsibility for property Guest Love ranking within the top ten Kimpton hotels.
Proactively identify and communicate any foreseeable operational issues while presenting feasible solutions. Solve problems before they become problems.
Lead property efforts in guest recovery. Proactively contact guests who have experienced issues in an attempt to resolve them while still on-property. FOM must exhibit confidence through challenging situations.
Participate actively in suggesting and implementing process changes or initiatives that result in improved employee/guest satisfaction or profitability.
Facilitate communication between Front Office shifts and between other property departments.
Thoroughly review arrivals and preferences/history to ensure our guests feel a warm and thoughtful welcome.
Be nimble. Have the ability to make quick decisions, when necessary, and be flexible to meet the desires of guests.
Never say 'no' without providing an appropriate alternative.
Assist guests with any required services and requests.
Play active role in inventory management, balancing the house and blocking rooms to ensure that we sell to maximize revenue.
Lead any shifts -- or ensure appropriate coverage for any shifts -- when guest relocation is a possibility.
Compose responses to online reviews across various platforms.
Enroll guests in IHG Rewards Club program and meet all brand-mandated loyalty standards.
Oversee execution of Kimpton programming to include Wine Hour, Morning Kickstart, Social Password, Guest Amenities and others to separate our service from the competition.
Encourage and monitor team usage of Kipsu text messaging service to assist with meeting guests' needs.
Schedule and lead departmental trainings and meetings as needed.
Lead departmental efforts to support our employees and provide them with a positive work environment.
Exceed prior year Employee Opinion Survey results.
Supervise all duties performed by the Front Office team. Coach, counsel and discipline employees when necessary, using the correct documentation and techniques.
Prepare weekly schedule and maintain requested time off in order to support operational needs.
Secure coverage for all call-offs and be prepared to fill in as needed (to include overnight shifts).
Ensure all employees are posted at their stations on time, and that they complete their essential duties before their departure.
Exceed levels of service and brand standards required by the Mystery Shopper program.
Assist in preparation of annual budget and deliver upon budgeted expenses (in line with shifts in revenue).
Be prepared to work from primarily behind the Front Desk.
Be available or accessible by phone 24/7 in the event of on-property issues and/or emergencies.
Accountable for the guest ledger and its daily maintenance.
Monitor and maintain property interfaces.
Ensure that all employees follow appropriate cash-handling and credit procedures.
Follow established key control policy and be knowledgeable of fire and emergency procedures.
Complete projects as requested by Hotel Executive Team.
What You Bring:
Two years of progressive Rooms Division management experience within hospitality industry.
Bachelor's degree is preferred.
Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of integrity.
Ability to read, write, and verbally communicate effectively and professionally.
Experience with Opera and Microsoft Office Suite is preferred.
Flexible schedule, able to work evenings, weekends, and holidays when needed.
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. For our complete EEO policy click here.
Be Yourself. Lead Yourself. Make it Count.
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