Front Office Manager

DREAMWEAVER HOTELS LLC•Chicago, IL

7d•Onsite

About The Position

Fairfield Inn & Suites is seeking an experienced Front Office Manager with exceptional downtown Chicago market and Marriott systems experience to join their one-of-a-kind luxury, lifestyle hotel. This hotel celebrates a creative class of consumers seeking artistically curated travel, dining, and hospitality experiences. The role reports directly to the Director of Operations.

Requirements

Minimum of 1 year hotel management experience.
Proven track record for success in Guest Services, Conflict Resolution, and Service Recovery.
Communicate in the primary language of the hotel.
Display the proper uniform/dress at all times and be well-groomed.
Must be available to work weekends, holidays, and overnight shifts.
Must be able to arrive to work in a timely, consistent, and predictable fashion.
Exceptional downtown Chicago market experience.
Marriott systems experience.

Nice To Haves

Experience with the Dreamweaver culture where people are the greatest asset, the guest is the reason behind everything, service is genuine and humble, and diversity is embraced.

Responsibilities

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, business flow, and team member performance 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.
Overall responsibility for the 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.
Act as the voice of the guest; greet VIPs, confirm amenities, and coordinate 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.
Manage Front Desk duties including occupancy, late check-outs, arrivals, VIPs, groups, special needs (billing, flyers, credit issues), employee breaks, and closing duties.
Manage Bell services including arrivals, VIPs, groups, lobby patrols, employee breaks, and closing duties.
Manage Concierge services including reservations, VIPs, and guest requests.
Coordinate with Housekeeping for late check-outs and turn-down service.
Coordinate with Engineering for preventative maintenance, duty engineer, and out-of-order rooms.
Manage scheduling, payroll, and timekeeping.
Conduct weekly and monthly meetings, daily and weekly reporting, and guest recovery.
Perform additional duties as assigned.