Director of Front Office

Hei Hotels Inc.; United States; À distance; USD 90 000 - 95 000; Plein temps

Avantages offerts par ce poste

Medical and Dental programs through A

Vision insurance

Vacation, Sick and Holiday programs

Pet insurance

Life insurance and disability

401(k) Savings Plan with matching

Hotel room discounts

Résumé du poste

HEI Hotels and Resorts is seeking a Front Office Manager for Hotel Chicago Downtown, Autograph Collection. You will lead Front Office and Guest Services, ensuring VIP handling, staff development, and top-tier guest experiences at this downtown Chicago property.

The role emphasizes training, payroll oversight, and continuous improvement of service standards within a dynamic hotel environment. A strong focus on customer satisfaction and operational efficiency is required.

Qualifications

• Minimum of three years of front office management experience required.
• Minimum of two-year department head level experience required.
• Ability to deal effectively with team members and customers with tact and diplomacy.
• Excellent interpersonal skills to provide overall guest satisfaction.
• Excellent mathematical comprehension to understand and interpret numbers in hotel operations.
• Ability to input information using a moderately complex computer system.
• Ability to read, write, speak and understand English to communicate with guests and team members.
• Ability to work under pressure during busy periods.
• Effective verbal and written communication skills.
• Ability to adapt communication style to different audiences.

Responsabilités

• Direct and supervise Front Office and Guest Services staff.
• Oversee guest and VIP arrivals/departures and adjust staffing as needed.
• Ensure training programs for Front Office and Guest Services are compliant.
• Resolve customer complaints and ensure guest satisfaction.
• Manage payroll, schedules, and reports within payroll budget.
• Support Finance with credit-related issues.
• Plan and implement training modules for customer service excellence.
• Ensure adherence to Guest Service Delivery Standards.

Connaissances

Front office management

Department head experience

Interpersonal skills

Communication skills

Team leadership

Patience & diplomacy

Numerical literacy

Description du poste

About Us

Step into a sophisticated world at Hotel Chicago Downtown, Autograph Collection. Our upscale hotel provides easy access to vibrant attractions in downtown Chicago. Discover Wrigley Field, Navy Pier, the Magnificent Mile, Millennium Park and the River North Gallery District just minutes away. Let your adventure begin at Hotel Chicago Downtown, Autograph Collection!

Compensation

Compensation Salary Range: $90,000.00 - $95,000.00 Annually Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No

Essential Duties and Responsibilities

• Communicates effectively in writing and verbally to provide clear direction to staff.


• Observes team member’s performance and encourages for improvement.


• Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services staff.


• Oversees all guest and VIP arrival and departure to ensure highest levels of guest service and makes staffing adjustments as required with Front Office Manager.


• Ensures that training programs of Front Office and Guest Services team members are in compliance.


• Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.


• Handles customer complaints, including responses to guest surveys, to ensure guest satisfaction.


• Ensure that all guest surveys are responded to timely.


• Oversees the hotel quality assurance meeting focusing on continuous improvement.


• Ensures that all team members use guest name in a natural manner to ensure warm and personalized service according to Guest Service Delivery Standards.


• Reviews and works together with appropriate leadership for VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests.


• Monitors special reservation requests, including handling rate changes on in-house guests.


• Computes daily payroll, schedules, and other reports to ensure maximum efficiency and productivity within payroll budget.


• Reviews in-house, arrival and departure guests to ensure credit challenges are avoided.


• Assists Finance department to address all credit challenges.


• Develops individual and team agendas focusing on operational efficiency, quality improvement and or financial benefits.


• Plans, presents and implements training modules and supporting components to ensure all front office employees are kept up with latest customer service techniques and tools.


• Monitors training and employee’s progresses to ensure Guest Service Culture Standards are followed.


• Participates in all necessary training as directed.


• Ensures brand standards are adhered to daily by all team members in the department.


• Interacts positively with team members to foster team spirit and loyalty.


• Seeks opportunities to ensure customer loyalty.


• Prepares team for all Quality Assurance inspections.


• Attends and participates in meetings to ensure the success of the hotel.


• Oversees the monthly departmental meetings for Front Office and Guest Services.

Qualifications and Skills

• Minimum of three years of front office management experience required.


• Minimum of two-year department head level experience required.


• Ability to effectively deal with team members and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.


• Excellent Interpersonal skills to provide overall guest satisfaction.


• Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.


• Ability to access and accurately input information using a moderately complex computer system.


• Ability to read, write, speak and understand the English language to communicate effectively with guests and team members.


• Ability to work under pressure and deal with stressful situations during busy periods.


• Effective verbal and written communication skills.


• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

• Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.


• Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.


• Pet insurance through the ASPCA.


• Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.


• 401(k) Savings Plan with matching funds.


• Discounts through our 'YouDecide' and Hotel Room Discount programs.


• Specific details and eligibility of these programs vary by location and employment status.

EEO / Diversity & Inclusion

HEI Hotels and Resorts is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Company Culture

Recognizing that our success starts and ends with our associates under our pioneering culture of HEI Loves, we invest in and develop the most passionate and talented people in our industry. We show our \"love\" to our associates by providing market-leading compensation packages, generous PTO and flex-time initiatives, outstanding career development and advancement opportunities, and job-appropriate assets and resources. We’re always looking for associates who share our passion for hospitality. With a variety of world-class brands in our portfolio, hotel locations throughout the United States, and an unparalleled suite of tools, technology, and training, we’re able to provide our associates with a truly unique opportunity to grow and build their future.