Front Office Manager

Fairfield Inn and Suites; Chicago (IL); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player in the hospitality sector is seeking an experienced Front Office Manager to lead operations at a luxury hotel in downtown Chicago. This dynamic role involves overseeing guest services, ensuring adherence to brand standards, and fostering a culture of exceptional customer service. You'll be part of a creative environment that values innovative experiences and diversity. If you have a passion for hospitality and a track record in hotel management, this is your chance to shine in a vibrant and rewarding setting.

Qualifications

• Minimum 4 years of hotel management experience with proven success.
• Strong conflict resolution and guest service skills required.

Responsibilities

• Supervise department managers and ensure adherence to brand standards.
• Resolve customer complaints and enhance guest satisfaction.
• Monitor budgetary guidelines and champion training programs.

Skills

Hotel Management

Guest Services

Conflict Resolution

Service Recovery

Team Leadership

Education

4 years of hotel management experience

Tools

Customer Relationship Management (CRM) systems

Job description

Other / Other / Rooms - Front Office/Guest Services

Summary

Hotel EMC2 is in search of an experienced 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 General Manager.

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

Duties and Responsibilities

1. Represent the hotel in a positive manner at all times.
2. Understand and maintain hotel and company brand standards and requirements.
3. Recruit, coach, and counsel department managers in the efficient operations of their respective areas.
4. Supervise department managers to ensure adherence to policies and procedures, delegation of duties, daily property inspections, and effective communication with home office staff and property owners.
5. Inspect guests' rooms, public access areas, and outside grounds for cleanliness and appearance.
6. Resolve customer complaints or potential problems by reviewing and monitoring guest complaints, operational issues, and business flow to ensure the highest level of service for every guest.
7. Actively resolve problems, provide open communication processes, discipline, and take corrective actions, as appropriate.
8. Champion the hotel's post-departure evaluation systems and responses. Overall responsibility for the Reputation Management systems and follow-up for the property.
9. Oversee hotel guest satisfaction survey scores, Revinate, ReviewPro, Trip Advisor, and coordinate timely responses with department managers and executives.
10. This position acts as the voice of the guest; greets VIPs, confirms amenities, and coordinates Special Guest Events.
11. Support hotel training programs and encourage ongoing development for managers and employees.
12. Demonstrate financial responsibility by monitoring budgetary guidelines.
13. 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 for an entire shift.
2. Ability to reach, bend, stoop, lift, push, and pull.
3. Must be able to stand for extended periods of time and lift and carry up to 30 pounds.
4. Ability to work in front of a computer monitor for extended periods of time.
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 4 years 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, and overnight shifts.

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.