Front Office Manager

Fairfield Inn and Suites; Chicago (IL); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a Front Office Manager to lead their team at a luxury hotel in downtown Chicago. This role is pivotal in ensuring exceptional guest experiences by managing front desk operations, resolving complaints, and maintaining high service standards. If you are passionate about hospitality and have a knack for leadership, this opportunity allows you to thrive in a vibrant environment, where creativity and exceptional service are at the forefront of the guest experience. Join a team that values innovation and customer loyalty, and be a part of a unique hospitality journey.

Benefits

Flexible Schedule

Employee Discounts

Health Insurance

Retirement Plan

Paid Time Off

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 customer satisfaction.
• Monitor hotel guest satisfaction survey scores and responses.

Skills

Hotel Management

Guest Services

Conflict Resolution

Customer Satisfaction

Team Leadership

Education

High School Diploma

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 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 and was developed by the creators of the famed theWit Hotel in Chicago's Loop.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Represent the hotel in a positive manner at all times.
• Understand and maintain hotel and company brand standards and requirements.
• Recruit, coach and counsel front desk associates.
• 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.
• 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.
• Actively resolve problems, provide open communication processes, discipline and take corrective actions as appropriate.
• Champion the hotel's post-departure evaluation systems and responses, ensuring overall responsibility for Reputation Management systems and follow-up for the property.
• Oversee hotel guest satisfaction survey scores, Trip Advisor, and coordinate timely responses with department managers and executives.
• This position acts as the voice of the guest; greets VIPs, confirms amenities, and coordinates Special Guest Events.
• Support hotel training programs and encourage ongoing development for managers and employees.
• Demonstrate financial responsibility by monitoring budgetary guidelines.
• Exemplify the company's Simplified Code of Conduct and all other regulations established by management and the Employee Handbook.

ESSENTIAL PHYSICAL REQUIREMENTS:

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

ADDITIONAL QUALIFICATIONS:

• Communicate in the primary language of the hotel.
• Display the proper uniform/dress at all times and be well-groomed.
• Be flexible since we are running a 24/7 hotel operation.
• Must be able to arrive at work in a timely, consistent, and predictable fashion.
• Requires a minimum of 1 year hotel management experience with a proven track record for success in Guest Services, Conflict Resolution, and Service Recovery.
• 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.
• Must be available to work weekends, holidays, and overnight shifts.

Duties and Responsibilities:

• Front Desk: Occupancy, late check-outs, arrivals, VIPs, groups, special needs such as billing, flyers, or credit issues, employee breaks, closing duties.
• Bell: Arrivals, VIPs, groups, coordinate lobby patrols, employee breaks, closing duties.
• Concierge: Reservations, VIPs, guest requests.
• Housekeeping: Late checkouts, turn down service.
• Engineering: Preventative Maintenance, Duty Engineer, out of order rooms.
• Scheduling, payroll and timekeeping, weekly and monthly meetings, daily and weekly reporting, guest recovery.
• Additional duties as assigned.

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.