at Crescent Hotels and Resorts in Chicago, Illinois, United States
Job Description
Description
Conveniently located near Lincoln Park in Chicago the Hotel Lincoln is seeking an individual to fill the position of Front Office Manager. Crescent Hotels and Resorts is the industry leader in hotel management and we proudly offer robust compensation and benefits packages along with a career path for our associates which celebrates their success.
Crescent was started with a deep belief in our people, encouraging them to apply their energy, passion, and unique abilities to make our hotels run remarkably. Our guests benefit from what each associate does as a part of this shared vision. We live the belief that we are successful because of our associates and that every role is important. As you grow, so does Crescent. We value you and what you do. We manage properties of every size and major brand across North America. Our goal is to hire the best people and prove that we are the only place you will ever want to work. Join us on that journey and explore the opportunities with us.
The Front Office Manager is responsible for ensuring the operation of the Front Desk and Guest Services Departments are attentive, friendly, efficient, and courteous, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
ESSENTIAL JOB FUNCTIONS:
1. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
2. Implement company and franchise programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Transportation) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.3. Prepare forecasts and reports and assist in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.4. 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.5. Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.6. Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.7. Comply with attendance rules and be available to work on a regular basis.8. Perform any other job related duties as assigned.REQUIRED SKILLS AND ABILITIES: Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Ability to handle cash and credit transactions. Must possess thorough knowledge of all guest services department operations, and individual job requirements. Excellent written, verbal, and organizational skills required. Computer literacy and financial management a must. Ability to resolve guest, supervisor and employee conflicts. Able to manage effectively multiple tasks at all times.
PERFORMANCE STANDARDS
Customer Satisfaction:
Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.
Work Habits:
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.
Safety & Security:
The safety and security of our guests and associates is of utmost importance to Crescent Hospitality. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.
NOTE:
This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.
Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or © consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35©
