Kimpton Hotels & Restaurants · 16 hours ago
Guest Services Manager
West Hollywood, CA
Full-time
Onsite
Entry, Mid Level
2+ years expKimpton Hotels & Restaurants is seeking a Guest Services Manager to lead Front Office Operations and ensure high levels of guest service. The role involves overseeing staff, managing schedules, and ensuring coordination among various hotel departments to enhance guest satisfaction.
HospitalityRestaurants
Responsibilities
Meet the desk agents to get any pertinent information
Review Front Desk logbook for any other information or incidents
Review all arrivals noting any special requests or challenges
Assess whether any guest relocation will be necessary
Follow established key control policy
Ensure proper credit policies are followed
Inspect all VIP arrival rooms
Attend Wine Hour as specified in the monthly wine hour schedule
Assist guests with services and requests
Knowledgeable of Fire and Emergency Procedures
Run and attend departmental training classes/seminars when scheduled
Performs all other duties as directed by immediate supervisors
Complete other departmental duties as they become necessary
Professional contact via telephone with all other hotel departments, such as, Reservations, Sales, Housekeeping, Bell Staff, valet, Engineering, etc. is crucial to ensure that hotel services are coordinated to provide the best in guest and employee satisfaction
Oversee and supervise all duties performed by all employees
Create and post all employee schedules within the required time frame
Coach, counsel, and discipline employees when necessary, using proper documentation and proper techniques
Ensure that all employees are posted at their stations at their posted time, and that they complete their essential duties before their departure
Assist with all sick calls or tardiness by finding proper coverage, reporting to work, and staying until proper coverage can be found
Assist with any scheduled shift problems on the night audit shifts
Properly train and monitor all service levels provided by employees to guests and other fellow employees
Meet or exceed levels of service required by the Mystery Shopper Survey
Monitor and maintain proper operational supplies
Responsible for making sure expenses and labor costs are meeting or coming in under budgeted requirements
Ensure all employees follow proper cash and credit handling procedures
Accountable for the "guest ledger" and its proper 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 of management experience in hospitality or similar industry
Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism
Ability to read, write, and verbally communicate effectively and professionally
Flexible schedule, able to work evenings, weekends and holidays
Knowledgeable of Fire and Emergency Procedures
Experience with Opera and Microsoft Office Suite
Preferred
Bachelor's degree 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