Assistant Front Office Manager

Davita Inc.; Rosemont (IL); On-site; USD 48,000 - 60,000; Full time

Job summary

A leading hotel is seeking a Front Desk Manager to coordinate world-class services. You will manage guest relations, supervise staff, ensure adherence to hotel standards, and handle reservations and complaints. The ideal candidate has a bachelor's degree in Hospitality, extensive management experience, and exceptional service skills.

Qualifications

• Minimum five years hotel operations management experience.
• Extensive knowledge of all hotel departments.
• Ability to work flexible schedule to include weekends and holidays.

Responsibilities

• Responsible for coordinating front desk services to ensure guest satisfaction.
• Trains and supervises Guest Services staff.
• Maintains accurate occupancy data and assists in maximizing daily rooms revenue.

Skills

Excellent communication skills

Excellent guest service skills

Strong leadership skills

Education

Bachelor Degree in Hospitality Management or related field

Tools

Computer programs used in property management

Job description

Situated between the energy of Downtown Chicago and the convenience of the nation's busiest airport, Loews Chicago O'Hare Hotel is truly the best of both worlds. Complete with rotating art gallery showcases by local artists, lux amenities and upscale accommodations - our property is truly an O'Hare Oasis.

Responsible for coordinating the provision of world-class front desk services to hotel guests. Directs the exceptionally friendly, professional, and efficient welcome registration, rooming and account settlement for hotel guests. Ensures prompt and complete satisfaction of guest requests and professional and timely resolution of guest complaints. Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies. Liases with Valet Parking provider to ensure smooth operation consistent with hotel standards. Trains, monitors and supervises the performance of all Guest Services employees.

Job Specifics

• Assists with the coordination of all aspects of curbside check-in
• Assists with the coordination of the exceptionally friendly, professional and seamless reception, registration, rooming and account settlement for all hotel guests
• Ensures the satisfaction of all guest requests and the resolution of all complaints received by the Guest Services Team
• Assists with the development and updating of guest rooming procedures
• Assists with the development and management of repeat guest and VIP service programs
• Ensures adherence to all hotel cashier and credit policies
• Monitors cashier accuracy and over and short data, taking action and providing additional training as necessary
• Monitors hotel Credit Limit Report on a daily basis, ensuring timely payments on accounts
• Assists in establishing and ensuring adherence to all Loews Hotels Star Service Standards
• Evaluates changes in guest needs, the hotel's guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
• Works closely with the VIP Services Manager to coordinate VIP arrivals/departures
• Interacts frequently with guests to ensure total satisfaction with hotel services
• Assists in recruiting and interviewing all Guest Services staff
• Provides training for all Guest Services employees
• Ensures adequate training of all Guest Services staff to take after-hours reservation calls
• Evaluates individual employee performance, determining improvement and training needs and advancement requirements
• Familiar with and able to troubleshoot problems with following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, PMS interface control
• Reviews/maintains daily payroll reports/records, maintaining labor costs within forecasted budgetary guidelines
• Coordinates hotel participation in Loews First and other corporate marketing programs
• Monitors the occupancy status of all due-out rooms
• Maintains accurate records detailing hourly house counts
• Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Guest Services personnel
• Oversees the pre-blocking of rooms for VIP's and guests with special requests
• Works with Conference Managers and Sales Managers to satisfy all special group requests
• Pre-registers special guests and maintains up-to-date system status
• Assists in ensuring the provision of all appropriate information and collateral materials to package guests
• Assists in ensuring optimal communication and exchange of information with Concierge
• Assists in ensuring accurate communication of information to guests regarding all hotel facilities and operating hours
• Coordinates and oversees group remote check-ins
• Ensures the clean and excellent condition of front drive, lobby and Front Desk area
• Attends appropriate meetings and seminars
• Maintains inventories of office supplies
• Other duties as assigned

General

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards

Qualifications

• Bachelor Degree in Hospitality Management or related field or equivalent experience
• Minimum five years hotel operations management experience
• Extensive knowledge of all hotel departments. Excellent communication skills - oral and written
• Excellent guest service skills
• Strong leadership skills
• Knowledge of computer programs used in property management
• Ability to work flexible schedule to include weekends and holidays

Salary range for this position, based on experience, is $48,000.00 to $60,000.00.

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Loews Hotels Benefits