Rooms Assistant Manager

Nobu Hotel Chicago•Chicago, IL

4d•$55,000 - $65,000•Onsite

About The Position

The Rooms Assistant Manager supports Front Office and Housekeeping operations at Nobu Hotel Chicago, ensuring guest-service standards, department policies, and hotel procedures are followed. The role maintains knowledge of hotel services, rates, promotions, room availability, group activities, and VIP guests; responds to guest needs and complaints; and helps ensure accurate room assignments and timely follow-up. The position supervises staff performance and supports team members with service, billing, and reservation matters. It coordinates shift duties and breaks, monitors communication logs, assists with guest check-in and check-out, supports VIP arrivals, and handles guest concerns and disputed charges. Housekeeping-specific duties include monitoring room attendants, inspecting rooms and hotel areas, coordinating and following up on work orders, releasing checkout rooms for sale, and ensuring adequate floor supplies. The role requires availability for all shifts, including Night Audit, and may involve duties outside the assigned classification. Associates must follow hotel policies and standards for safety, security, environmental practices, grooming, attendance, and guest and colleague interactions. The work involves prolonged standing, walking, moving, and some sedentary work, along with visual review of documents and computer screens and manual tasks requiring motor coordination and finger dexterity. Schedules may vary according to hotel business needs.

Requirements

Availability to work all shifts, including Night Audit.
Ability to stand, walk, and move for extended periods during a shift.
Ability to visually review documents and computer screens throughout the day.
Manual skills requiring motor coordination and finger dexterity, such as typing, handwriting, or machine operation.
Ability to work varying schedules based on hotel business needs.
Compliance with hotel safety guidelines, including safe equipment operation and proper chemical handling and PPE use.

Responsibilities

Maintain knowledge of and comply with departmental policies, service procedures, and standards.
Stay informed about hotel features and services, rates, promotions, occupancy, room availability, group activities, and VIP guests.
Anticipate and respond promptly to guest needs, acknowledge guests, resolve complaints, and help ensure guest satisfaction.
Monitor cleanliness, sanitation, and organization of assigned work areas.
Ensure current rates, packages, and promotions are available at the Front Desk and understood by staff.
Ensure room allocations are correct and guest requests are addressed.
Supervise staff performance, attendance, appearance, conduct, and demeanor; monitor service and correct deficiencies, escalating persistent issues to the Director of Rooms.
Inspect, plan, and ensure materials and equipment are ready; attend pre-shift meetings and review business information.
Assist team members with complex billing or reservation issues and complete or delegate shift-report items.
Maintain check-in and check-out standards and assist with critical situations.
Answer departmental calls within four rings and offer a callback if a guest would otherwise be on hold for more than 30 seconds.
Coordinate breaks and daily duties for Front Office and Housekeeping teams; monitor communication logs and ensure appropriate guest follow-up.
Assist staff with job functions and guest service, including reasonable off-property guest errands.
Assist guests reporting lost or stolen articles to Loss Prevention and follow hotel procedures for accidents, injuries, and emergencies.
Follow cash-handling procedures and assist Accounting with disputed charges, including contacting guests when needed.
Ensure VIPs are pre-registered; monitor arrivals, greet VIPs, and escort them to their rooms when the VIP Manager or Front Office Manager is absent.
Maintain detailed VIP notes, update dossiers, and distribute information to appropriate managers.
Work with other departments to meet service standards and exceed guest expectations; complete assigned shift duties and perform additional duties as directed by the Director of Rooms or management.
Attend and participate in hotel and departmental meetings, training sessions, and information meetings; follow hotel grooming, attendance, service, behavioral, safety, security, and environmental policies.
Monitor each Room Attendant’s daily progress and inspect completed rooms; coach employees on correcting deficiencies.
Coordinate work orders in the assigned section and follow up to confirm completion.
Release checkout rooms for sale, monitor House Attendants, and ensure guest floors have sufficient supplies.
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.
Operate hotel equipment safely, report and address safety concerns, and handle chemicals safely using appropriate PPE.