Front Desk Manager

Posted Date 8 months ago(6/7/2022 8:25 PM)
ID
2022-38138
Type
Regular Full-Time
Property Name
Residence Inn Chicago Lake Forest/Mettawa
Location
26325 Riverwoods Blvd Mettawa Illinois 60045 US

Overview

Opportunity:  Front Desk Manager

 

Manage front desk operations to ensure staff meets company operational standards while providing the highest level of guest service.

 

Potential Career Path   

Front Office Manager – Rooms Division Manager – Assistant General Manager

 

Essential Job Functions

  • Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.   
  • Oversee all front office operations in the absence of the Assistant General Manager. 
  • Remain an active participant at the front desk, including checking in/out guests, preparing bills and handling guest requests.
  • Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
  • Respond to brand Guest Alerts for resolution as needed.
  • Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
  • Participate in lobby ambassador and other activities related to interacting with guests on an individual level. Thus creating a relationship and culture that will result in repeat stays.
  • Assist in hotel food and beverage when needed, where applicable.
  • Assist in monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures.
  • Assist in development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
  • Review correspondence from guests and incident logs; direct staff according to information obtained.
  • Review all brand correspondence for updates to procedures and standards and ensure all is communicated to the staff.
  • Ensure front office supplies and merchandise for the gift shop and or market are fully stocked, and inventory is maintained.
  • Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained.
  • Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
  • Follow sustainability guidelines and practices related to HHM’s EarthView program.
  • Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
  • Perform other duties as requested by management.

Position Requirements

  • Associate’s or Bachelor’s degree preferred.
  • 1 to 3 years hospitality related experience, including front desk operations experience.

Work Environment and Context

  • Work schedule varies and may include working on holidays and weekends and alternate shifts.
  • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

 

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

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