Kimpton Margot Sydney (Pro-Invest Hotel Operating Sydney CBD 2 Pty Ltd)

Pro-invest Group is a global asset management and investment firm specialising in real estate, with an extensive track record of both delivering new-build hotels and repositioning existing hotels across Australia and New Zealand. As a leading hotel developer, we are a trusted partner to some of the world’s most recognised hotel brands, including Holiday Inn Express, voco, Hotel Indigo, Kimpton & Sebel.

Kimpton Hotels & Restaurants is all about heartfelt human connections. We are industry pioneers – having trailblazer the boutique concept in the USA in the 1980’s.

Our mission is to be the world’s most loved boutique hotel and restaurant company, and we know that achieving that starts with our employees. People who join the Kimpton family are passionate about providing genuine heartfelt care to our guests, colleagues, owners and communities. Our unscripted approach to luxury boutique hospitality and providing unique, personal experiences is the hallmark of our brand, and our colleagues are passionate, entrepreneurial individuals that bring this culture to life. Trust us – you’re going to love it at Kimpton as much as our guests do.

Working at Kimpton is not just about working. And it’s certainly not like working at other places. We value personality, individuality, creativity, doing right, continually improving, focus and passion.

Job Overview

We are looking for a fulltime Assistant Front Office Manage who will oversee the operational efficiency of all front office areas and the service delivery of those areas of Front Desk and Guest Services Department (Front Desk Agents, Porter, Door person). You will drive the overall engagement and product quality of the operation to maximise performance, profitability and return on investment by creating a positive and productive work environment.

You will ensure superior guest service is delivered and that compliance with quality and brand standards are maintained. You will support in establishing quality, guest service standards, as well as adhere to Kimpton IHG brand standards and True Hospitality Service, alongside the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements.

Duties & Responsibilites

• Oversees Front Office & Guest Service colleagues while supporting all departments as needed.
• Communicates with the Director of Rooms on all matters affecting guest service and front desk
• Conducts shift briefings and updates all handover material
• Coordinates pre arrival communications with guests to ensure proactive approach towards executing all guest needs and administering ridiculously personal experiences
• Review guest arrival and departures daily; assist with check in/out when needed
• Ensure guests are greeted upon arrival and make time to interact genuinely with guests.
• Responds to guest needs promptly and resolves any guest issues with appropriate follow up
• Ensure staff provide guests with prompt service, professional attention, personal recognition and build on guest relationships in order to anticipate their needs.
• Communicate to appropriate departments all information related to the expected arrival and departure of all groups, VIP’s and other key guests, or other special guest needs.
• Continual communication with housekeeping department to ensure rooms are cleaned in a timely manner; all room status discrepancies and out of order rooms investigated promptly
• Assists the Director of Rooms with responding to guest comments via survey or social
• Completes room inspections for cleanliness and report any maintenance issues as needed
• Ensures the Service behaviours are reflective of the Kimpton Brand and colleagues are delivering a Kimpton Branded experience.
• Promotes inter-hotel sales and in-house facilities.
• Prepare and post associate rosters in compliance with guidelines and business needs of the hotel
• Fully knowledgeable with all hotel emergency procedures - first aid and fire safety procedures.
• Conduct onboarding and on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member
• Oversee the hotel log to record and communicate guest issues and hand over any other relevant guest information to the oncoming shift.
• Conduct routine inspections of the guest areas and public areas - taking immediate actions to correct any deficiencies in maintenance or cleanliness.
• Maintain a high level of product and service knowledge in order to explain/ sell services and facilities
• Maintain a 100% IHG Rewards Club recognition and drive culture on all different guest touch points, with particular emphasis on exceeding IHG Enrolment targets.
• Assist with updating, developing, and training on standard operation procedures (SOP’s)
• Manage, implement and monitor effective stock control procedures
• Ensure inventory balances on each shift and effectively execute hotel oversell plan
• Assist the Director of Rooms in overseeing the night audit functions and overnight staff
• Does everything possible to ensure that guests depart the hotel with a positive experience

Required Skills

• Be approachable, positive, authentic, and solutions focused
• Have a strong work ethic and a genuine desire to help others
• Be detail oriented and able to effectively multi task
• Champion our culture and live our values
• Excellent end-user of IT applications/systems
• Ability to communicate effectively with colleagues, guests and external parties in spoken and written form.
• A high energy level and a passion for achieving superior results
• You make calm, collected decisions – even when under pressure
• Ability to lead in a competitive environment
• Strong leadership skills in managing teams to drive for results
• Ability to manage complex relationships
• Responsible Service of Alcohol Certificate (NSW).
• Required to hold a current First Aid Certificate and provide a copy to the hotel. This certificate must include the following accreditations HLTAID003 - Provide First Aid, HLTAID002 - Basic Emergency Life Support and HLTAID001 - Provide Cardiopulmonary Resuscitation. It is also your responsibility to renew the certificate before it expires.
• You must meet the appropriate legal requirements to work in Australia.

Qualifications

• Diploma in Hotel Management and/or
• Bachelor’s degree in Hotel Administration, Business Administration or equivalent

Experience

• Two years of guest service/hotel experience in a management capacity, or an equivalent combination of education and experience
• Type and level of experience required may vary slightly based on size and complexity of operation

Salary

$73,200 - $80,000