Why We're Here We believe 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 plucky personality - is fully welcome, 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 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 Desk Team Leader plays a key role in ensuring the smooth operation of front desk and delivering exceptional guest experiences. This position involves supervising the reception team, managing check-ins and check-outs, handling guest inquiries and complaints, and ensuring all front desk procedures run efficiently.
Team Leader also provides training and support to reception staff, coordinates with other departments and ensures compliance with hotel policies and standards, promotes upsell program and runs various Front Desk related projects.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Oversee daily front desk operations, ensuring efficient check-in and check-out processes
- Perform all duties of the Front Desk Agent
- Make sure all shifts are covered as scheduled, cover as necessary
- Follow established key control policy, credit policies, and be knowledgeable of all fire and emergency procedures
- Allocates tasks effectively to maximize team productivity
- Assist in achieving department goals and financial targets
- Ensure the completion of the desk agents AM/PM checklist
- Review all arrivals and departures noting any special requests, challenges, and to ensure that billing is correct
- Ensure daily line up and hand over are consistent
- Be completely knowledgeable on room types, resort facilities, VIP codes. Maintain excellent knowledge of room lay out and features
- Monitor office stationary and equipment and order when needed
- Represent and enforce Forbes standards on day to day operation
- Set positive work environment and motivate the team on regular basis
- Responsible for training and orientation of new front desk associates
- Provides leadership and guidance to the front desk team, fostering a collaborative and goal-orientated environment
- Train and mentor front desk staff, promoting their professional development and enhancing team performance
- Liaise with Front Office leaders any feedback (both positive and negative)
- Monitor and maintain high standards of cleanliness and presentation in the lobby and reception areas
- Deliver outstanding customer service, addressing guest inquiries and resolving issues promptly and professionally
- Collaborate with other departments to ensure seamless guest experiences throughout their stay
- Be an expert in all employee duties, should set an example for employees and act as role model
- Be visible at all times to our guests and staff
- Make suggestions for improvements in overall operations with an emphasis on increasing guest and team satisfaction, increasing revenue as well as reducing costs
- Perform all other duties as directed by immediate supervisors
- Additional projects and responsibilities may be assigned as needed
- Foster a friendly and cooperative work environment by maintaining a positive attitude and addressing negative comments as they arise
What You Bring: - 1-2 years of Front office experience in luxury hotel and Forbes 5* experience
- Bachelor’s degree in hospitality or similar is preferred.
- High School Diploma is required.
- Ability to diplomatically deal with difficult situations and people, while exhibiting a constant level of integrity.
- Ability to verbally communicate effectively and professionally.
- Experience with Opera is a must and experience with HotSOS, Alice and Kipsu is preferred.
- Ability to lift 30 pounds.
- This position requires a flexible schedule, must be able to work evenings, weekends, and holidays.
Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.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 .
Be Yourself. Lead Yourself. Make it Count.
