Assistant Front Office Manager - OEM

HEI Hotels and Resorts•Chicago, IL

About The Position

Assist the Front Office Manager in managing Front Office operations to achieve customer satisfaction, quality service, compliance with corporate and franchise policies and procedures, and financial goals. Ensure guest arrivals, departures, and other guest interactions are handled efficiently and in a friendly manner. The role includes supporting staff management and development, guest satisfaction, front office systems, room inventory, expense and labor management, and coordination with other hotel departments and the sales team.

Requirements

At least 1 year of front desk experience.
High school diploma or equivalent.
Proficiency with a PMS system and computer literacy.
Advanced knowledge of the brand’s rewards program.
Ability to handle cash and credit transactions.
Professional appearance and manner.
Thorough knowledge of front office operations and individual job requirements.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
Ability to manage multiple tasks and strong organizational skills.
General knowledge of local attractions and transportation.
Ability to stand for 4 or more hours at a time, with or without reasonable accommodation.
Ability to observe and detect signs of emergency situations.
Ability to establish and maintain effective working relationships with associates and customers.
Ability to remain calm and alert during emergencies or periods of heavy hotel activity and serve as a role model for clerks and other associates.
Effective verbal and written communication skills.
Ability to adapt communication style to different audiences.

Nice To Haves

Hotel experience preferred.

Responsibilities

Ensure efficient guest registration, checkout, guest service, and telephone service while applying brand standards.
Implement company and franchise programs.
Prepare forecasts and reports and assist in developing the Rooms Division budget.
Monitor and maintain front office systems and equipment for optimum performance.
Track guest satisfaction surveys and maximize use of the guest response tracking system.
Train entry-level associates and supervisors.
Develop and implement expense management controls.
Use labor management tools to schedule staff and control labor costs.
Interview, hire, train, and develop staff; resolve problems, maintain open communication, and recommend discipline or termination when appropriate.
Ensure timely completion of performance appraisals.
Provide staff with clear verbal and written direction.
Interact positively with customers and resolve problems to maintain customer satisfaction and service quality.
Ensure compliance with front office, guest service, and PBX standard operating procedures and policies.
Ensure Front Office Quality Standards are consistently met.
Coordinate with other hotel departments to improve communication and guest satisfaction.
Assist with daily room inventory maintenance to optimize revenue while meeting guest expectations.
Maintain front desk equipment and par stock of supplies.
Resolve customer complaints and monitor complaints, operational issues, business flow, and associate performance to anticipate problems and maintain customer satisfaction and quality.
Build strong relationships with the sales team to discuss and implement strategies that improve occupancy and revenue.
Comply with attendance rules and be regularly available for work.
Perform other job-related duties as assigned.