Property Description Discover a unique opportunity to be part of the rich history of Key West at the Key West Historic Inns Collection. Formerly known as Kimpton Key West, our historic collection boasts 219 guestrooms across Winslow's Bungalows, Lighthouse Hotel, Ridley House, Ella's Cottages, and Fitch Lodge. These buildings, originally homes for army officers, industrialists, and steamboat captains, reflect architectural styles from Conch to Queen Anne. Built when Key West was Florida's largest city in 1900, each structure holds captivating stories of gold discoveries and vaudeville performances. Join us and become a part of a team that embraces the vibrant past while offering unparalleled hospitality. Explore our property history at www.keywesthistoricinns.com for more information.
Overview At Key West Historic Inns, we believe great hospitality is personal. Our collection of boutique properties captures the charm, character, and relaxed spirit of Key West, offering guests a memorable experience that goes beyond a typical hotel stay.
We are looking for an experienced and guest-focused Front Office Manager who brings strong leadership, a passion for hospitality, and a genuine commitment to developing people. This individual will lead our Front Office team across our unique properties, ensuring smooth daily operations, thoughtful guest service, and a welcoming environment for both guests and team members.
The ideal candidate is a hands-on leader who enjoys being part of the action, knows how to navigate challenges with confidence, and understands that exceptional service starts with a well-supported team. From creating memorable guest experiences to coaching team members and managing departmental performance, this role offers the opportunity to make a meaningful impact on our guests, our people, and our operations.
If you enjoy the energy of boutique hospitality, take pride in developing strong teams, and know how to balance operational excellence with genuine hospitality, we'd love to hear from you!
Responsibilities - Oversee daily Front Office operations across the properties, ensuring efficient processes, consistent service standards, and a positive guest experience.
- Lead, train, coach, and develop Front Office team members, fostering a collaborative, accountable, and service-focused work environment.
- Manage guest arrivals, departures, reservations, special requests, and overall front desk activities to ensure smooth operations.
- Handle guest concerns and service recovery situations with professionalism, empathy, and a solutions-focused approach.
- Partner with Housekeeping, Engineering, Reservations, and other departments to coordinate daily operations and meet guest needs.
- Manage team schedules, payroll, labor costs, and departmental expenses while maintaining operational efficiency.
- Monitor guest feedback, service scores, and departmental performance to identify opportunities for improvement.
- Oversee Front Office financial procedures, including cash handling, billing accuracy, payment processing, and reporting.
- Ensure proper execution of Night Audit procedures, daily reconciliations, and operational reporting.
- Support recruitment, onboarding, performance management, and ongoing professional development of Front Office team members.
- Maintain a strong understanding of room availability, occupancy, rates, and revenue management strategies.
- Ensure compliance with company policies, safety procedures, and established operational standards.
- Serve as a visible and approachable leader, providing hands-on support during busy periods and assisting with operational needs as they arise.
Qualifications - Minimum of 2 to 5 years of Front Office or hotel operations experience, including at least 2 years in a leadership or management role.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred, or an equivalent combination of education and experience.
- Experience with hotel property management systems such as StayNTouch, Opera, or similar PMS platforms.
- Strong leadership skills with the ability to recruit, coach, mentor, and develop high-performing teams.
- Excellent guest service, communication, interpersonal, and conflict resolution skills.
- Strong organizational, analytical, and problem-solving abilities with exceptional attention to detail.
- Experience managing labor, scheduling, payroll, budgets, and departmental financial performance.
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