at Loews Hotels Inc in Chicago, Illinois, United States
Job Description
Assistant Front Office Manager
Experience the Windy City from the heart of it all. Loews Chicago Hotel, situated steps from Navy Pier and Magnificent Mile, offers guests spectacular city skyline and lake views, while enjoying the comforts of home. Welcome to City Sophistication where convenience and relaxation meet.
Responsible for coordinating the provision of world-class front desk services to hotel guests. Directs the exceptionally friendly, professional, and efficient welcome registration, rooming and account settlement for hotel guests. Ensures prompt and complete satisfaction of guest requests and professional and timely resolution of guest complaints. Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies. Liases with Valet Parking provider to ensure smooth operation consistent with hotel standards. Trains, monitors and supervises the performance of all Guest Services employees.
Job Specifics
Assists with the coordination of all aspects of curbside check-in
Assists with the coordination of the exceptionally friendly, professional and seamless reception, registration, rooming and account settlement for all hotel guests
Ensures the satisfaction of all guest requests and the resolution of all complaints received by the Guest Services Team
Assists with the development and updating of guest rooming procedures
Assists with the development and management of repeat guest and VIP service programs
Ensures adherence to all hotel cashier and credit policies
Monitors cashier accuracy and over and short data, taking action and providing additional training as necessary
Monitors hotel Credit Limit Report on a daily basis, ensuring timely payments on accounts
Assists in establishing and ensuring adherence to all Loews Hotels Star Service Standards
Evaluates changes in guest needs, the hotels guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
Works closely with the VIP Services Manager to coordinate VIP arrivals/departures
Interacts frequently with guests to ensure total satisfaction with hotel services
Assists in recruiting and interviewing all Guest Services staff
Provides training for all Guest Services employees
Ensures adequate training of all Guest Services staff to take after-hours reservation calls
Evaluates individual employee performance, determining improvement and training needs and advancement requirements
Familiar with and able to troubleshoot problems with following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, PMS interface control
Reviews/maintains daily payroll reports/records, maintaining labor costs within forecasted budgetary guidelines
Coordinates hotel participation in Loews First and other corporate marketing programs
Monitors the occupancy status of all due-out rooms
Maintains accurate records detailing hourly house counts
Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Guest Services personnel
Oversees the pre-blocking of rooms for VIPs and guests with special requests
Works with Conference Managers and Sales Managers to satisfy all special group requests
Pre-registers special guests and maintains up-to-date system status
Assists in ensuring the provision of all appropriate information and collateral materials to package guests
Assists in ensuring optimal communication and exchange of information with Concierge
Assists in ensuring accurate communication of information to guests regarding all hotel facilities and operating hours
Coordinates and oversees group remote check-ins
Ensures the clean and excellent condition of front drive, lobby and Front Desk area
Attends appropriate meetings and seminars
Maintains inventories of office supplies
Other duties as assigned
General
Promotes and applies teamwork skills at all times
Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
Is polite, friendly, and helpful to guests, management and fellow employees
Executes emergency procedures in accordance with hotel standards
Complies with required safety regulations and procedures
Attends appropriate hotel meetings and training sessions
Maintains cleanliness and excellent condition of equipment and work area
Complies with hotel standards, policies and rules
Recycles... For full info follow application link.
Loews Hotels & Co is an Equal Opportunity Employer committed to a diverse and inclusive work culture. All qualified applicants will receive consideration for employment without regard to race, religion, gender, national origin, protected veteran status or any other basis protected under federal, state, or local law.
