Kimpton Hotels & Restaurants · 1 month ago
Guest Service Manager
Miami, FL
Full-time
Onsite
Entry, Mid Level
2+ years expKimpton Hotels & Restaurants is dedicated to creating heartfelt connections and improving lives through exceptional hospitality. The Guest Service Manager will lead all Front Office Operations, ensuring high levels of guest service while supporting and training the line staff to deliver outstanding experiences.
HospitalityRestaurants
Responsibilities
Meet the desk agents to get any pertinent information, review Front Desk logbook for incidents and arrivals noting any special requests or changes
Assess whether any guest relocation will be necessary, assist guests with services and requests
Follow established key control policy, be knowledgeable of all fire and emergency procedures
Inspect all VIP arrival rooms
Attend wine hour as specified as the monthly wine hour schedule dictates
Lead and attend department training classes and seminars when scheduled, meet or exceed levels of service required by the Mystery Shopper Survey
Complete other departmental duties as they become necessary and/or required by immediate supervisors
Ensure that hotel services are coordinated to provide the best in guest and employee satisfaction
Create and post all employee schedules within the required time frame
Coach and counsel employees when necessary, using the appropriate documentation and techniques
Ensure that all employees are posted at their stations on time, and that they complete their essential duties before their departure
Assist with all sick calls or tardiness by finding coverage, report to work and stay until coverage can be found (including night audit shifts)
Make sure expenses and labor costs are meeting or coming in under budgeted requirements
Ensure all employees follow cash and credit handling procedures
Accountable for the "guest ledger" and its daily maintenance as well as maintaining the "guest comment card" return ratios as expected by the hotel and management
Qualification
Required
Minimum of 2 years management experience in hospitality or similar industry
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
Flexible schedule, able to work evenings, weekends and holidays when needed
Preferred
Bachelor's degree preferred
Experience with Opera and Microsoft Office Suite is preferred
Company
Kimpton Hotels & Restaurants
At Kimpton, it’s always personal. We focus on what it means to be human and an individual. You’ll quickly learn Kimpton’s not just a hospitality job.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2014-12-15Acquired
Leadership Team
Roger Doyle
Senior Vice President and Chief Financial Officer
Recent News
2025-11-20
Company data provided by crunchbase