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Front Desk Manager

posted April 23, 2019

InterContinental Kansas City at the Plaza
Kansas City, MO
740731 l

About This Job

The Procaccianti Group (TPG) currently owns and/or operates 64 hotels in 24 states and employs approximately 8,000+ people from coast to coast with 120 professionals based at the corporate headquarters in Rhode Island.

TPG is seeking energetic, service-oriented individuals to participate in the strong growth that we are experiencing. With 50 years of real estate and hospitality management, our available positions are as diverse as our business ventures. TPG offers a wide variety of managerial and entry level positions with a competitive/attractive salary, 401k & benefits.

Job Description

  • Looking for a customer service oriented person able to execute guest requests promptly.
  • Ability to communicate effectively with all departments.
  • Ability to supervise and lead others while promoting a team environment.

Who this Job Will Job Appeal To

  • A person who is comfortable in a highly structured environment.
  • Individuals who enjoy working at a property that develops people for promotion.
  • People who enjoy working at a property that takes an active role in the community.
  • An individual who enjoys selling room upgrades and return reservations.
  • A person who enjoys a property that provides ongoing training to Front Office employees.


In preparing for this position, candidate ideally will have worked in at least the following departments or positions: Front Desk Agent, Front Desk Supervisor, Front Desk Manager.

Guest Satisfaction – Manage front office services in compliance with policies, procedures, standards and regulations.  Manage staff schedules to ensure adequate coverage while managing the department budget.  Train and motivate associates to have positive and effective guest relations skills.  Ensure staff compliance with all guest service basics such as uniforms, name tags and proper guest greeting.  Ensure timely response to guest needs.  Resolve guest complaints as appropriate to maintain guest satisfaction.  Regularly review service scores to identify areas needing improvement and implement appropriate changes.  Be knowledgeable on hotel facilities, services and the city to assist guests as appropriate.

  • A minimum of 1 year(s) of supervisory experience.
  • A minimum of 3 year(s) of experience.
  • Approximate number of staff under this position: 17
  • Must have experience at properties of similar size and quality. Position will be required to work a varied schedule that may include evenings, nights, and week-ends.
  • Must be a citizen of this country or possess a valid work permit.
  • Solid experience in Front Office including Front Desk, Night Audit, Valet, PBX, Reservations, Bell staff, and Guest Services.
  • Strong yield management skills and ability to instill those in others.
  • Ability to motivate Front Office & Reservations Employees to continuously upsell.
  • Familiar with Front Office/Reservations training techniques.
  • Experience consistently outperforming competitive properties.
  • Track record training, cross training and developing employees for promotions.
  • Verifiable record improving guest service and satisfaction.
  • Understand scheduling to optimize financial performance while meeting employee scheduling.
  • Track record resolving customer complaints to benefit of guests and the property.
  • Assure guest expectations are exceeded through proper employee training.
  • Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly.
  • Participate in MOD program.
  • High School degree or equivalent.

About This Employer

InterContinental Kansas City at the Plaza

401 Ward Parkway
Kansas City, MO 64112

(816) 756-1500

371 Room Hotel

Apply to be a member of our TPG Hotels & Resorts family,
a Top 10 Hotel Management Team and "hospitality employer of choice!"

Our Hotel

InterContinental Kansas City at the Plaza (proud recipient of the 2017 TripAdvisor Certificate of Excellence) is an iconic 371-room hotel located on the corner of one of Kansas City’s most stylish and historic shopping (boutique and otherwise), dining and entertainment districts, the Country Club Plaza. The Plaza is fifteen blocks of Seville-inspired architecture and site of quiet courtyards, stunning sculptures and remarkable annual festivals.

Since its opening as the independent Alameda Plaza Hotel in 1972, the award-winning InterContinental Kansas City at the Plaza has established itself as a modern landmark in what is known as the City of Fountains. And enjoyed the company of tens of thousands of happy guests.

What they like best are...
  • Spectacular Country Club Plaza location
  • Proximity to area attractions, shopping, dining and more
  • Total hotel renovation, completed in June, 2017
  • Friendly, personable hotel associates
  • Warm, first-class service scores that exceed IHG brand average
  • Guest room/suite private balconies
  • Outstanding concierge floor experience/lounge
  • 29,000 square feet of beautifully designed event spaces, including an awesome Rooftop Ballroom with the best views of the Country Club Plaza
  • Brand new signature restaurant – American Slang Modern Brasserie
  • On-site fitness center and outdoor pool, sundeck

InterContinental Kansas City is widely recognized and acknowledged for its distinctive excellence, old world charm and well-appointed, beautiful design. It is the ideal lodging destination for a romantic getaway, weekend escape, family vacation spot, dream wedding, productive business meeting or individual business travel.