Assistant Front Office Manager

Langham Hospitality Group•United States,

7d•$63,341 - $79,177•Onsite

About The Position

The Assistant Front Office Manager is responsible for supervising Guest Reception, Guest Service Ambassadors, Concierge, and Flavours of Langham, while being aware of operations in the Langham Touch department to ensure a seamless arrival and departure process for each guest. This role ensures all colleagues adhere to hotel policies, standards, procedures, and regulations, and requires the ability to perform all front office functions. The Assistant Front Office Manager is responsible for the selection, training, and development of all Front of House colleagues, maintaining outstanding relationships with all hotel areas and leaders, and ensuring full understanding and communication of Langham Chicago service standards, Brand Standards, and Forbes Service Standards to all Front of House colleagues.

Requirements

High School Diploma required.
Four-year college degree preferred.
Have at least two years previous Front Office / Front of House management experience in a luxury hotel.

Nice To Haves

CPR Certification and/or First Aid Training preferred.

Responsibilities

Responsible for the smooth, efficient, and professional operation of all front of house areas.
Ensures that all procedures and policies are in place and followed.
Ensure a Guest Reception up-sell program is implemented with clear targets and incentive attached to those goals.
Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels colleagues whenever appropriate.
Ensure Show Time is conducted in all areas, and all colleagues are fully versed in Langham’s company philosophy, Brand Standards and Forbes service standards.
Maintains strong communication between all departments.
Strictly follows bank-out procedures and cash handling procedures and maintains an outstanding relationship with the accounting department.
Ensures confidentiality of user log-ons. Ensure that users are logged out when leaving the area.
Train and develop colleagues to the highest possible extent. Ensures that daily training is provided for technical skills, hospitality updates, communication, management, and organizational skills. Leads by example: Provides a high-quality service environment and promotes aggressive and engaging hospitality towards all guests.
Ensures that Langham’s Brilliant recognition program for guests is in place and executed according to Brilliant/LHG standards.
Uses Quality League tools and helps to create a culture of empowerment for hourly colleagues so that they make decisions leading towards building great memories.
Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.
Initiates additional tasks to improve existing procedures and guest satisfaction. Resolves system problems and can operate the system manually. Can lead the staff through a down time.
Initiates monthly meetings in the department. Attend staff meetings, operations meetings, forecast meetings and sales strategy meetings.
Ensures all colleagues are trained on defect resolution skills with appropriate follow up processes in place.
Is visible in the guest areas during high traffic times and to assist all front of house colleagues to ensure smooth operations.
Has plans and actions in place to meet goals and missions of the company and the hotel.
Be well groomed and conform to hotel's dress code. Be informed about daily operations and events.
Ensure that the Director of Security is notified of any unusual or suspect hotel guest.
Be highly visible during larger events.
Maintains an active relationship with the Housekeeping leadership and team.
Be familiar with sales strategies; communicate daily with room reservation sales.
Develop a thorough knowledge about all brands in Langham's portfolio.
Know all frequent guests and be familiar with their special requests. Ensure that their needs are met and/or exceeded.
Responsible to maintain all work areas in relation to maintenance and cleanliness standards. Any and all maintenance issues in the front of House guest areas need to be reported to engineering as soon as possible so they can be addressed.
Be familiar with cultural differences and know correct behavior for each culture and know the different protocols and etiquette.
Ensure that Langham’s Service Stylist program is executed according to company standards and communicates with Director of Butler Services if/when this is not the case.
Other duties as assigned by Rooms Division management.
Lead and coach hourly colleagues and supervisors to help develop them to take on additional responsibilities.
Be knowledgeable about all emergency plans and know how to act upon them. Report any unusual occurrences immediately to the Hotel Manager or the Managing Director.
At all times strive to represent The Langham, Chicago and LHG in the most professional and courteous manner.
CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificate.

Benefits

Vacation Pay and Sick/Personal time (in accordance with Chicago Paid Leave and Paid Sick Leave Law)
Paid Holidays
Medical, Dental and Vision Insurance for you and your family (employee paid partial premiums)
Basic Life Insurance, AD&D, and Short-Term Disability (company paid)
Long Term Disability, Additional Life Insurance, Child Life, Spouse Life, Pet Insurance, ID Theft Protection Coverage, Prepaid Legal, Critical Illness, Hospital Care, Accidental Injury Supplemental Plans (available for purchase)
401k plan with Roth option and employer match
Free meals while on duty
Uniforms and cleaning of uniforms (for applicable positions)
Free and discounted hotel stays
Discounted parking
Guidance Resources – company paid benefit for personal counseling