Front Office Manager

Lotte New York Palace•Chicago, IL

14d

About The Position

Responsible for providing quality guest service within the guidelines specified by hotel management. Lead all Front Office operations (Front Desk, Bell, Door, and Night Audit), set and maintain a high level of guest service, provide support for your team. Provide timely and courteous service to all guests, encouraging them to return again to generate repeat business. Assist guests upon check-in and provide great service throughout their stay.

Requirements

2 years + of supervisory and manager on duty experience in a hotel
Exceptional interpersonal and communication skills
Impeccable grooming and presentation
Ability to diplomatically deal with difficult situations and people, while exhibiting a constant level of integrity.
High school diploma or qualification. A college or university degree would be a bonus, but not essential.
Flexible schedule, able to work evenings, weekends, and holidays when needed.
Knowledge of Opera Cloud
Self-motivated, customer-focused and committed to maintaining superb customer service throughout all areas of the Front Office

Responsibilities

Supervise all duties performed by the team.
Meet with staff to get any pertinent information at the start of shift and review the Front Desk logbook.
Review all arrivals and departures noting any special requests, challenges, and to ensure that billing is accurate, assess whether any guest relocation will be necessary.
Create and post all employee schedules in a timely manner.
Mentoring, coach, counsel, and discipline employees when necessary, using correct documentation and techniques.
Make sure all shifts are covered as scheduled, cover as necessary.
Respond to guests' special requests, needs, problems, issues, and concerns.
Follow established key control policy, credit policies, and be knowledgeable of all fire and emergency procedures.
Ensure all employees follow cash and credit handling procedures.
Ensure that Standard Operating Procedures are being adhered to
Handle guest situations as they arise in a calm and professional manner.
Be an expert in all employee duties to ensure you are "leading by example" in all that you do.
Ensure accuracy of groups, rooming lists, billing, amenities, arrivals, etc.
Maintain cleanliness, organization of back office, front desk, and front desk closet, as well as inventory of office supplies.
Make sure expenses and labor costs are meeting budgeted requirements.
Ensure all employees complete their duties before departing, that they are posted at their stations on time.
Assist with all sick calls or tardiness by finding coverage, report to work and stay until coverage can be found (including night audit shifts).
Accountable for training and daily monitoring of all service levels, as well as making sure all team members are following grooming and uniform standards.
Perform other tasks as assigned by the General Manager.