Executive Floor Manager

About the role

The Executive Floor Manager oversees daily operations of the Executive Floor, ensuring guest satisfaction and adherence to Kempinski service standards. This role coordinates front‑office activities, manages VIP arrivals, and drives revenue optimisation while maintaining high quality audit results.

Key responsibilities

• Supervise reception staff, monitoring check‑in, check‑out and cash exchange processes.
• Coordinate arrivals, departures, room assignments, billing and special requests for Executive Floor guests, VIPs and groups.
• Support reception team to deliver prompt, courteous service and handle guest complaints efficiently.
• Participate in recruitment, motivation and performance evaluation of front‑office personnel.
• Ensure LQA audit scores exceed 85% and maintain strong customer satisfaction scores.
• Identify training needs, develop departmental training plans and conduct training sessions as required.
• Collaborate with Reservations to resolve booking discrepancies and unusual situations.
• Verify city‑ledger payments, coordinate with Finance for missing information, and manage cash inventory and tip calculations.
• Control room inventory, group blocking and up‑selling to maximise RevPAR.
• Maintain accurate room status in Opera, liaise with Housekeeping for timely cleaning and maintenance.

Required profile

• Proven experience supervising front‑office or reception teams in a luxury hotel environment.
• Strong knowledge of hotel operational standards and guest service excellence.
• Ability to manage cash handling procedures and financial documentation.
• Excellent communication skills for guest interaction and staff coordination.
• Capability to train, motivate and evaluate staff performance.

Required skills

• Opera PMS