Front Office Manager

Trump International Hotel and Tower Chicago • Chicago, IL

7d

About The Position

Manages Front Office Operations to insure profitability, control costs and quality standards to ensure total guest satisfaction. Oversees front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compiles and prepares financial reports, including: rate and availability calendar. Interviews, trains, supervises, counsels, schedules and evaluates staff. Provide leadership and guidance to Front Office staff ensuring consistent Forbes Five Star Standards are provided.

Requirements

• Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
• Thorough organization and supervisory skills proficient in accomplishing the task.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
• Interpersonal skills to provide overall guest satisfaction.
• Ability to work under pressure and deal with stressful situations during busy periods.
• Must have a track record of being able to control cost, productivity and other KPI’s including team’s engagement levels.
• High school graduate or equivalent required.
• 4 year college degree in Hospitality, Hotel Management or Business required.
• At least 2 years’ combined experience in supervisory/management position in Rooms Division.

Nice To Haves

• CPR certification and/or first aid training preferred.
• Additional language ability is strongly preferred.

Responsibilities

• Encourages a team spirit amongst staff members with leadership and guidance. Leads daily pre-Shifts, conducts daily training and service shops and disciplines where appropriate.
• Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service, front office, reservations and front desk agents in the details of work. Observes performance and encourages improvement.
• Uses creative management skills to solve problems. Ensures compliance with Trump Hotels standards to ensure consistent high quality guest relations.
• Manages desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and good judgment.
• Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.
• Handles guest relocations as required.
• Prepares daily forecast of expected arrivals and departures.
• Participate in Lobby Greeter and Manager on Duty Program requiring weekend stay over, constant monitoring throughout the hotel and troubleshooting problems.
• Expedites all requests by guests.
• Performs duties as assigned by Director of Front Office and Director of Rooms
• Attends Leadership meetings on behalf of Director of Front Office to obtain and disseminate pertinent information.

Benefits

• At Trump International Hotel and Tower Chicago, we offer a range of employment benefits for this Full-Time position, subject to any applicable eligibility, enrollment and/or benefit plan requirements. An overview of the benefits offered can be found on the Hotel's Career Center webpage here: Click Here [https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=d917a9d1-d2e8-48a9-bb0b-cdf2e4f0d03c&ccId=19000101_000001&type=JS&lang=en_US&selectedMenuKey=CareerCenter].

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees