Assistant Front Office Manager

Union League Club of Chicago; Chicago (IL); On-site; USD 60,000 - 90,000; Full time

Job summary

Union League Club of Chicago is seeking a results-driven Hospitality Operations Manager responsible for Front Desk, Night Audit, Bell/Door, Club Services, Security and related staff. Oversees systems, security, and guest services, and collaborates with Housekeeping, Engineering, Accounting, Sales to support guest room operations and Club events.

Responsibilities include staffing, training, performance management, policy development, check-in/out efficiency, VIP arrangements, cash handling and

Qualifications

• Bachelor’s degree in Hotel Administration, Business Administration or Certification in Hospitality Management preferred.
• Minimum of 5 years of experience in hospitality management at an upscale hotel or club.
• Experience with guest room inventory, revenue management and front office operations.

Responsibilities

• Lead daily operations and supervision of Front Office, Night Audit, Bell/Door, Club Services, Security/Receiving and related staff.
• Hire, train, coach, schedule, evaluate, and manage performance for department employees.
• Develop and communicate department policies, procedures, service standards and SOPs.
• Ensure high level of member and guest service including check-in/out, concierge, billing resolution and VIP arrangements.
• Oversee guest room systems, room key controls and Front Office technology.
• Collaborate with Housekeeping, Engineering, Accounting, Sales and other departments to support operations and events.
• Monitor occupancy, staffing, costs, revenue and trends; report to senior management.
• Ensure compliance with cash handling, credit, accounting, security and audit procedures.
• Coordinate parking and valet and maintain relationships with external partners.
• Oversee Club mail services, gift counter, coat check and lost and found.
• Support Club safety and emergency response procedures.
• Foster a positive, professional and collaborative work environment.

Skills

Leadership

Customer service

Staff supervision

Operational planning

Education

Bachelor’s degree in Hospitality Management or related

Tools

Property Management System

Job description

Position Summary: Manages all Front Desk, Audit, Bell Services, Doormen, Club Services, Mail Handling & Distribution, Security/Receiving personnel and CPD off-duty officers. Maintains Property Management System, guest room security system, and related interfaced computer systems. Develops and implements policies and procedures to ensure guest satisfaction and the proper execution of all member and guest services as related to the above areas.

Essential Functions:

• Lead the daily operations and supervision of Front Office, Night Audit, Bell/Door, Club Services, Security/Receiving, and related staff.
• Hire, train, coach, schedule, evaluate, and manage performance for department employees.
• Develop, maintain, and communicate department policies, procedures, service standards, and standard operating procedures.
• Ensure a high level of member and guest service, including efficient check-in/check-out, concierge support, billing resolution, and VIP arrangements.
• Oversee guest room systems, room key and master key controls, and other Front Office technology and equipment.
• Partner closely with Housekeeping, Engineering, Accounting, Sales, and other departments to support guest room operations and Club events.
• Monitor occupancy, staffing, labor costs, revenue, and operational trends and provide reports and recommendations to senior management.
• Ensure compliance with cash handling, credit, accounting, security, and audit procedures.
• Coordinate parking and valet operations and maintain relationships with external parking and building security partners.
• Oversee Club mail services, gift counter operations and inventory, coat check, lost and found, and reciprocal club guest cards.
• Support Club safety and emergency response procedures, including coordination of emergency services when necessary.
• Foster a positive, professional, and collaborative work environment throughout the department and Club.
• Perform additional duties as assigned, including occasional overnight coverage shifts.

Qualifications and Skills:

Education: Bachelor’s degree in Hotel Administration, Business Administration or Certification in Hospitality Management preferred.

Experience:

Minimum of 5 years of experience gained through increasingly responsible positions within the Hospitality Industry at an upscale hotel or club. Property management, guestroom inventory management and revenue management experience required.

Additional Skills:

Thorough knowledge of and experience in all front office, door staff, and staff bell staff duties. Gift shop and security operations experience is desirable. Excellent supervisory/management skills are vital. A high degree of customer service and a professional and personable demeanor is required.