Assistant Front Office Manager

Fairfield Inn and Suites; Chicago (IL); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player in the hospitality sector is seeking an Assistant Front Office Manager to enhance guest experiences at a luxury hotel in downtown Chicago. This role is pivotal in overseeing front office operations, ensuring adherence to brand standards, and leading a dedicated team. The ideal candidate will possess strong hotel management experience, exceptional conflict resolution skills, and a passion for service excellence. Join a dynamic team that values creativity and customer engagement, where your contributions will shape memorable stays for guests seeking unique experiences in the heart of the city.

Benefits

Health Insurance

Paid Time Off

Employee Discounts

Flexible Scheduling

Training and Development Programs

Qualifications

• Minimum 1 year hotel management experience required.
• Proven track record in Guest Services and Conflict Resolution.

Responsibilities

• Supervise front desk associates and ensure brand standards.
• Resolve guest complaints and enhance guest satisfaction.
• Monitor budgetary guidelines and champion training programs.

Skills

Hotel Management

Guest Services

Conflict Resolution

Service Recovery

Team Leadership

Education

High School Diploma

Bachelor's Degree in Hospitality Management

Tools

Marriott Systems

Reputation Management Systems

Job description

Hospitality / Hotel/Resort / Rooms - Front Office/Guest Services

Summary

Hotel EMC2 is in search of an experienced Assistant Front Office Manager with exceptional downtown Chicago market and Marriott systems experience to join our one-of-a-kind luxury, lifestyle hotel that celebrates a creative class of consumers seeking artistically curated travel, dining and hospitality experiences. This role reports directly to our Director of Operations.

This unique property is located in the heart of Chicago's Magnificent Mile, developed by the creators of the famed theWit Hotel in Chicago's Loop.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

1. Represent the hotel in a positive manner at all times.
2. Understand and maintain hotel and company brand standards and requirements.
3. Along with the Front Office Manager, recruit, coach and counsel front desk associates.
4. Supervise team members to ensure adherence to policies and procedures, delegation of duties, daily property inspections, and effective communication with home office staff and property owners.
5. Resolve customer complaints or potential problems by reviewing guest complaints, operational issues, and team member performance to ensure the highest level of service for every guest.
6. Actively resolve problems, provide open communication processes, discipline and take corrective actions, as appropriate.
7. Champion the hotel's post-departure evaluation systems and responses. Overall responsibility for the Reputation Management systems and follow up for the property.
8. Oversee hotel guest satisfaction survey scores, Trip Advisor, and coordinate timely responses with department managers and executives.
9. This position acts as the voice of the guest; greets VIPs, confirms amenities, and coordinates Special Guest Events.
10. Support hotel training programs and encourage ongoing development for managers and employees.
11. Demonstrate financial responsibility by monitoring budgetary guidelines.
12. Exemplify the company's Simplified Code of Conduct and all other regulations established by management and the Employee Handbook.

ESSENTIAL PHYSICAL REQUIREMENTS:

1. Ability to stand or sit for an entire shift.
2. Ability to reach, bend, stoop, lift, push and pull.
3. Ability to lift and carry up to 30 pounds.
4. Ability to work in front of a computer monitor for extended periods.
5. Ability to tolerate moderate temperature changes in the building.
6. Ability to handle repetitive motion of the wrists, hands, and fingers.

ADDITIONAL QUALIFICATIONS:

1. Communicate in the primary language of the hotel.
2. Display the proper uniform/dress at all times and be well-groomed.
3. Be flexible since we are running a 24/7 hotel operation.
4. Must be able to arrive at work in a timely, consistent, and predictable fashion.
5. Requires a minimum of 1 year hotel management experience with a proven track record for success in Guest Services, Conflict Resolution, and Service Recovery.
6. Embrace the SMASHotels' culture where our people are our greatest asset, the guest is the reason behind everything we do, we are genuine and humble in our service approach, and we embrace the diversity of our people, which mirrors the diversity of the guests we serve.
7. Must be available to work weekends/holidays/overnight shifts.

Duties and Responsibilities:

1. Front Desk: Occupancy, late check outs, arrivals, VIPs, groups, special needs such as billing, flyers or credit issues, employee breaks, closing duties.
2. Bell: Arrivals, VIPs, groups, coordinate lobby patrols, employee breaks, closing duties.
3. Concierge: Reservations, VIPs, guests' requests.
4. Housekeeping: Late checkouts, turn down service.
5. Engineering: Preventative Maintenance, Duty Engineer, out of order rooms.
6. Scheduling, payroll and timekeeping, weekly and monthly meetings, daily and weekly reporting, guest recovery.
7. Additional duties as assigned by Front Office Manager and Director of Operations.

About the Company:

A uniquely different hospitality company, SMASHotels relentlessly pursues the finest talent, trends, and ambiances to create extraordinary experiences. A deep passion for exceptional customer service creates engagement and loyalty. Innovative programming and perpetual development keep us fresh and relevant.

SMASHotels embraces emergent technology to drive cost control, flawless operations, marketing, customer relationship management, entertainment, and online and in-person engagement.

Our track record has shown that by raising the bar through a focused commitment both financially and experientially, we achieve success, and our return on investment is substantially higher than industry standards.