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Director of Front Office

posted June 27, 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 10,000+ 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

The Director of Front Office manages staff and day-to-day front desk, PBX, bell stand, concierge and valet operations.  The Director of Front Office manages responsibilities in alignment with senior management, Company policies and procedures, brand standards and local, state and national regulations.  Responsible for quality service, meeting/exceeding financial and service goals, and managing within approved plans and objectives.  Contributes to and recommends budget, capital expenditures, inventory controls, sales and business plans, and short/long term planning.  Reports, investigates and resolves violations to internal controls, policies, procedures, standards and regulations.  

This position directly manages assigned staff and indirectly manages all subordinates.  Articulates Company goals to the staff.  Demonstrates commitment to these goals through work ethic, integrity and respect for the Company and associates. Unites associates in a common commitment to achieve and exceed these goals. Works closely with management throughout the hotel and the Company.  Impresses guests with quality and timely service in a pleasant and friendly manner.

  • Looking for a customer service oriented person able to execute guest requests promptly.
  • Direct Guest Service staff schedules to ensure adequate coverage while managing the department budget. 
  • The Director of Guest Services directs all operations in alignment with the direction of the General Manager, company, brand standards and local, state and national regulations. 
  • Responsible for quality service, meeting/exceeding financial goals, short and long term planning and day-to-day operations. 
  • Ability to communicate effectively with all departments.
  • Ability to supervise and lead others while promoting a team environment. 
  • Assist the General Manager with hotel life safety. Ensure appropriate sanitary, safety, security and emergency procedures are in place, followed and comply with policies, standards and regulations. 
  • Keep abreast of brand standards and the competition's products and strengths to continually improve revenues and profit margins while maintaining quality. 

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 is organized, driven and strives to be successful.


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

  • A minimum of 1 year(s) of management experience in like position. 
  • A minimum of 3 year(s) of Guest Service experience.
  • 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, PBX, Reservations, Bell staff, valet, and Guest Services.
  • Strong yield management skills and ability to instill those in others.
  • 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.
  • Flexible to work weekends and holidays, Thanksgiving is Mandatory.

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.