Assistant Front Office Manager - OEM

About Us

Step into a sophisticated world at Hotel Chicago Downtown, Autograph Collection. Our upscale hotel provides easy access to vibrant attractions in downtown Chicago. Discover Wrigley Field, Navy Pier, the Magnificent Mile, Millennium Park and the River North Gallery District just minutes away. Let your adventure begin at Hotel Chicago Downtown, Autograph Collection!

Essential Duties And Responsibilities

• Affirmative Action Statement: At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!
• Affirmative Action Statement: We value U.S. military experience and invite all qualified military candidates to apply.
• Affirmative Action Statement: Compensation: Salary Range: $24.94 - $24.94 Hourly Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No
• Affirmative Action Statement: Overview: Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals.
• Affirmative Action Statement: Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Affirmative Action Statement: Implement company and franchise programs.
• Affirmative Action Statement: Prepare forecasts and reports and assist in the development of the Rooms Division budget.
• Affirmative Action Statement: Monitor and maintain the front office systems and equipment to ensure their optimum performance.
• Affirmative Action Statement: Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Affirmative Action Statement: Provide training for entry level associates and supervisors.
• Affirmative Action Statement: Develop and implement controls for expense management.
• Affirmative Action Statement: Utilize labor management tools to schedule and control labor costs.
• Affirmative Action Statement: Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members.
• Affirmative Action Statement: Ensure timely completion of performance appraisals.
• Affirmative Action Statement: Communicate both verbally and in writing to provide clear direction to staff.
• Affirmative Action Statement: Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Affirmative Action Statement: Ensure compliance of front office, guest service, and PBX standard operating procedures and policies.
• Affirmative Action Statement: Ensure all Front Office Quality Standards are complied with and are consistently applied.
• Affirmative Action Statement: Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Affirmative Action Statement: Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Affirmative Action Statement: Maintain all front desk related equipment and a par stock of supplies.
• Affirmative Action Statement: Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Affirmative Action Statement: Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Affirmative Action Statement: Comply with attendance rules and be available to work on a regular basis.
• Affirmative Action Statement: Perform any other job-related duties as assigned.

Qualifications And Skills

• Affirmative Action Statement: Education and Experience: Minimum 1 year of front desk experience. High School diploma or equivalent required. Hotel experience preferred.
• Affirmative Action Statement: Knowledge, Skills And Abilities: Proficient with PMS system and computer literacy a must. Advanced knowledge of brand’s reward program. Able to handle cash and credit transactions. Maintain a professional appearance and manner at all times. Must possess thorough knowledge of all front office operations and individual job requirements. Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts. Able to manage multiple tasks at all times and have excellent organizational skills. General knowledge of local area attractions and transportation. Must be able to stand up for 4 or more hours at a time with or without reasonable accommodation. Able to observe and detect signs of emergency situations. Able to establish and maintain effective working relationships with associates and customers. Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.