Assistant Mgr Front Office

IHG•Chicago, IL

9d•$29 - $30•Onsite

About The Position

This role involves assisting in the management of the Front Office operations, ensuring staff are well-trained and equipped, maintaining high standards of appearance and service, and overseeing daily activities to ensure smooth guest experiences. The position requires a strong understanding of hotel operations, including room rates, promotions, and daily business levels, as well as managing staff schedules, performance, and adherence to hotel policies. The Assistant Front Office Manager will also be responsible for financial monitoring, payroll, and acting as the manager on duty when required, all while fostering a positive and productive work environment.

Requirements

Bachelor’s degree from a four year college or university and/or a minimum of two years’ experience as a Front Desk Manager in a 4-star Hotel and/or training; or equivalent combination of education and experience.
Excellent organizational skills.
Excellent supervisory skills.
Excellent customer service skills.
Must be able to work well under stressful situations.
Must be able to handle challenges in a professional manner.

Nice To Haves

Previous experience in a 4 star or 5 star hotel is preferred but not required.

Responsibilities

Assist in managing the day-to-day activities of the Front Office staff.
Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards.
Ensure staff have the tools and equipment needed to effectively carry out their job functions.
Schedule and regularly conduct routine inspections of the front office and public areas.
Maintain complete knowledge of hotel features/services, hours of operation, room types, rates, packages, promotions, daily house count, expected arrivals/departures, room availability, and in-house group activities.
Access all functions of the computer system according to established procedures and standards.
Check Front Desk and storage areas for proper supplies, organization and cleanliness.
Instruct designated personnel to rectify any cleanliness/organization deficiencies.
Establish par levels for supplies and equipment.
Complete requisitions to replenish shortages or additional items needed.
Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
Review the daily business levels, anticipate critical situations and plan effective solutions.
Review the previous day's occupancy and room revenues.
Monitor revenues derived from telephone, garage and sundries.
Monitor expenses (telephone, cost of sales, supplies and labor).
Resolve discrepancies with Accounting.
Track actuals against budget.
Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.
Adjust schedules throughout the week to meet the business demands.
Ensure that staff report to work as scheduled.
Document any late or absent employees.
Coordinate breaks for staff.
Assign work duties to staff in accordance with departmental procedures.
Communicate additions or changes to the assignments as they arise throughout the shift.
Identify situations which compromise the department's standards and delegate these tasks.
Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
Inspect grooming and attire of staff; rectify any deficiencies.
Monitor the check in/check out process, ensuring agreement to hotel standards.
Anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Anticipate sold-out situations and know how many rooms are overbooked.
Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures.
Monitor VIP arrivals - greet and escort them to their room.
Provide feedback to staff on their performance.
Handle disciplinary problems and counsel employees according to hotel standards.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Prepare and submit daily/weekly payroll records.
Complete all paperwork and closing duties in accordance with departmental standards.
May serve as "manager on duty" as required.
Perform other duties as assigned including assisting staff with their job functions during peak periods.
Comply with all workplace health and safety requirements, including any department specific training regarding equipment and procedures.
Perform other duties and special projects as assigned.