Assistant Front Office Manager

About the role

To supervise Guest Reception, Guest Service Ambassadors, Concierge, Flavours of Langham, and be acutely aware of operations in the Langham Touch department to ensure a seamless arrival and departure process for each guest. Ensure that all colleagues adhere to hotel policies, standards, procedures, and regulations, and perform all front office functions. Responsible for the selection, training, and development of all colleagues working in the Front of House areas. Maintain outstanding relationships with all areas and leaders in the hotel. Be fully versed in the Langham Chicago service standards, Brand Standards, and Forbes Service Standards, and ensure these are communicated to all Front of House colleagues.

Responsibilities

• Oversee the smooth, efficient, and professional operation of all front of house areas, ensuring procedures and policies are followed.
• Implement a Guest Reception up-sell program with clear targets and incentives.
• Conduct regular audits and controls; communicate with accounting regarding irregularities and coach colleagues as needed.
• Ensure "Show Time" is conducted in all areas, and colleagues are fully versed in Langham’s company philosophy, Brand Standards, and Forbes service standards.
• Maintain strong communication between all departments and strictly follow bank-out and cash handling procedures.
• Ensure confidentiality of user log-ons and that users are logged out when leaving the area.
• Train and develop colleagues in technical skills, hospitality updates, communication, management, and organizational skills.
• Lead by example, providing high-quality service and promoting engaging hospitality toward all guests.
• Ensure Langham’s Brilliant recognition program for guests is executed according to standards.
• Use Quality League tools to create a culture of empowerment for hourly colleagues.
• Control costs effectively to meet budget guidelines, including systems for controllable costs and man hours.
• Resolve system problems and operate the system manually during downtime.
• Initiate monthly department meetings and attend staff, operations, forecast, and sales strategy meetings.
• Train colleagues on defect resolution skills with appropriate follow-up processes.
• Be visible in guest areas during high traffic times to assist front of house colleagues.
• Develop plans and actions to meet company and hotel goals and missions.
• Maintain professional grooming and adhere to the hotel's dress code.
• Stay informed about daily operations and events.
• Notify the Director of Security of any unusual or suspect hotel guests.
• Be highly visible during larger events and maintain an active relationship with Housekeeping leadership.
• Communicate daily with room reservation sales and develop knowledge of all brands in Langham's portfolio.
• Know frequent guests and their special requests, ensuring their needs are met or exceeded.
• Maintain all work areas to maintenance and cleanliness standards; report maintenance issues promptly.
• Understand cultural differences, protocols, and etiquette for various cultures.
• Ensure Langham’s Service Stylist program is executed according to company standards.
• Lead and coach hourly colleagues and supervisors to develop them for additional responsibilities.
• Be knowledgeable about all emergency plans and act accordingly.
• Report unusual occurrences immediately to the Hotel Manager or Managing Director.
• Represent The Langham, Chicago, and LHG in a professional and courteous manner at all times.

Requirements

• High School Diploma required; four-year college degree preferred.
• At least two years of previous Front Office/Front of House management experience in a luxury hotel.
• CPR Certification and/or First Aid Training preferred.
• Ability to obtain any government-required license or certificate.

Physical Demands

• Requires walking or standing to a significant degree.
• Ability to lift 50 lbs.

Pay

$63,341.00 - $79,177.00

Benefits

• Vacation Pay and Sick/Personal time (in accordance with Chicago Paid Leave and Paid Sick Leave Law).
• Paid Holidays.
• Medical, Dental, and Vision Insurance for you and your family (employee-paid partial premiums).
• Basic Life Insurance, AD&D, and Short-Term Disability (company-paid).
• Long Term Disability, Additional Life Insurance, Child Life, Spouse Life, Pet Insurance, ID Theft Protection Coverage, Prepaid Legal, Critical Illness, Hospital Care, Accidental Injury Supplemental Plans (available for purchase).
• 401k plan with Roth option and employer match.
• Free meals while on duty.
• Uniforms and cleaning of uniforms (for applicable positions).
• Free and discounted hotel stays.
• Discounted parking.
• Guidance Resources – company-paid benefit for personal counseling.

About the location

Majestic views of the cityscape, the Chicago River, and Lake Michigan, housed in a skyscraper designed by renowned architect Mies van der Rohe. Situated in downtown Chicago, mere minutes from the Loop, Grant Park, Magnificent Mile, Millennium Park, and Navy Pier. Discover the perfect blend of convenience and stylish comfort at The Langham, Chicago.

For more information about the property, visit: The Langham, Chicago.