Rooms Assistant Manager

Nobu Hotel Chicago•Chicago, IL

4d•$50,000 - $60,000•Onsite

About The Position

Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards. Maintain complete knowledge at all times of: hotel features and services, room rates, special packages and promotions, daily house count, room availability, scheduled in-house group activities, locations and times, and VIP guests. Anticipate guests’ needs and respond promptly. Acknowledge all guests, however busy and whatever time of day. Resolve all guest complaints in a timely manner and ensure guest satisfaction. Monitor and maintain cleanliness, sanitation, and organization of assigned work area(s) Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable of such. Ensure all guest room allocations are correct and guest requests have been tended to Supervise the performance, attendance, appearance, conduct, and demeanor of staff. Inspect, plan, and ensure that all materials and equipment are in complete readiness. Attend pre-shift meeting and review all information pertinent to the day's business. Constantly monitor staff performance throughout all phases of service and rectify any deficiencies. If deficiencies persist, notify the Director of Rooms in a timely manner. Assist team members when complex billing or reservation issues arise. Responsible for completion or delegation of all items on the shift report Ensure that the standards for guest check in and check out are maintained; anticipate critical situations and assist wherever necessary. Answer the departmental phone within 4 rings and never leave a guest on hold for more than 30 seconds without an offer of a callback. Coordinate breaks and additional daily duties for the Front Office / Housekeeping Teams. Monitor communication logs and ensure that guests receive follow up within the appropriate time. Assist staff with their job functions to ensure exemplary guest service; this includes reasonable off-property guest errands. Assist guests with reporting lost/stolen articles to Loss Prevention in accordance with hotel policy. Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations. Adhere to the hotel’s cash handling policies and procedures. Assist Accounting in researching all disputed charges and contact guests when required to resolve disputes. Ensure that all VIPs are pre-registered according to hotel standards. Monitor VIP arrivals; greet and, in the absence of the VIP Manager or Front Office Manager, escort to room. Mains detailed notes on VIPs, updates dossiers accordingly, and distributes the information to the appropriate manager(s) Provides a crafted stay for each guest. Work closely with all departments to ensure all service standards are met and guest service expectations are exceeded. Complete assigned duties within each shift Maintain availability to work all shifts, including Night Audit Navigates each shift fluidly and freely performs duties outside of assigned classification. Perform additional duties as instructed by the Director of Rooms All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc. Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings. Comply with hotel grooming standards for both uniformed and non-uniformed associates. Comply with hotel attendance policy. Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude. Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel. Monitor each Room Attendant’s daily progress. Inspects completed rooms to assure that all standards have been met. When standards have been missed, bring employee back to room and coaches the employee on how to correct the deficiency Coordinate work orders in assigned section Follow up to be sure work is completed Release checkout rooms to be sold Monitor the performance of House Attendants Assure that there are sufficient supplies on the guest floors Check cleanliness of guest corridors, stairwells, elevators and Linen Closets inspect guest rooms and tour the hotel during each shift, completing maintenance requests as needed

Requirements

High school diploma or equivalent vocational training certificate required. Some college or college degree preferred. Degree in hospitality management preferred.
One to Two years Rooms experience in a Lifestyle or Luxury Hotel/Resort preferred.
Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required. Ability to learn, utilize and communicate effectively via company issued communication devices
Ability to fluently comprehend and speak English required. Spanish preferred.
Must be customer-service centric and have excellent hospitality skills.

Nice To Haves

Comfortable with computer systems including Opera, Microsoft Office/Google Suite, Canary, Sertifi, HotSOS, Sabre, Alliants, and Nuvola preferred.

Responsibilities

Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
Maintain complete knowledge at all times of: hotel features and services, room rates, special packages and promotions, daily house count, room availability, scheduled in-house group activities, locations and times, and VIP guests.
Anticipate guests’ needs and respond promptly. Acknowledge all guests, however busy and whatever time of day.
Resolve all guest complaints in a timely manner and ensure guest satisfaction.
Monitor and maintain cleanliness, sanitation, and organization of assigned work area(s)
Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable of such.
Ensure all guest room allocations are correct and guest requests have been tended to
Supervise the performance, attendance, appearance, conduct, and demeanor of staff.
Inspect, plan, and ensure that all materials and equipment are in complete readiness.
Attend pre-shift meeting and review all information pertinent to the day's business.
Constantly monitor staff performance throughout all phases of service and rectify any deficiencies. If deficiencies persist, notify the Director of Rooms in a timely manner.
Assist team members when complex billing or reservation issues arise.
Responsible for completion or delegation of all items on the shift report
Ensure that the standards for guest check in and check out are maintained; anticipate critical situations and assist wherever necessary.
Answer the departmental phone within 4 rings and never leave a guest on hold for more than 30 seconds without an offer of a callback.
Coordinate breaks and additional daily duties for the Front Office / Housekeeping Teams.
Monitor communication logs and ensure that guests receive follow up within the appropriate time.
Assist staff with their job functions to ensure exemplary guest service; this includes reasonable off-property guest errands.
Assist guests with reporting lost/stolen articles to Loss Prevention in accordance with hotel policy.
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Adhere to the hotel’s cash handling policies and procedures.
Assist Accounting in researching all disputed charges and contact guests when required to resolve disputes.
Ensure that all VIPs are pre-registered according to hotel standards. Monitor VIP arrivals; greet and, in the absence of the VIP Manager or Front Office Manager, escort to room.
Mains detailed notes on VIPs, updates dossiers accordingly, and distributes the information to the appropriate manager(s)
Provides a crafted stay for each guest.
Work closely with all departments to ensure all service standards are met and guest service expectations are exceeded.
Complete assigned duties within each shift
Maintain availability to work all shifts, including Night Audit
Navigates each shift fluidly and freely performs duties outside of assigned classification.
Perform additional duties as instructed by the Director of Rooms
All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
Comply with hotel grooming standards for both uniformed and non-uniformed associates.
Comply with hotel attendance policy.
Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.
Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.
Monitor each Room Attendant’s daily progress. Inspects completed rooms to assure that all standards have been met. When standards have been missed, bring employee back to room and coaches the employee on how to correct the deficiency
Coordinate work orders in assigned section
Follow up to be sure work is completed
Release checkout rooms to be sold
Monitor the performance of House Attendants
Assure that there are sufficient supplies on the guest floors
Check cleanliness of guest corridors, stairwells, elevators and Linen Closets
inspect guest rooms and tour the hotel during each shift, completing maintenance requests as needed