Overview
Front Desk Manager – PM Shift Jobs in Des Plaines, IL at The Rose Hotel, Tapestry Collection by Hilton
Full Job Description
FRONT DESK MANAGER
Reports to: Assistant General Manager
Department:Front Desk
OUR STORY
Edgy. Social. Dynamic. This is who we are. Welcome to a fine-art inspired, boutique hotel. A place to have fun. A place where we foster a spontaneous and ever-changing environment through art and unique signature experiences. A place to create unforgettable connections and memories for our guests. Refreshingly uncommon. Anything but generic. Welcome to The Rose Hotel.
JOB DESCRIPTION
The purpose of the Front Office Manager (FOM) position at The Rose Hotel Chicago O’Hare, Tapestry Collection by Hilton is to provide world class service to all guests. The FOM will train and supervise the operations of the front desk department of the hotel so that they provide superior customer service and operate the hotel to assure the highest possible level of guest satisfaction.
ESSENTIAL DUTIES
§ The FOM position is that of a working manager and is expected to fill shifts as needed
§ Must be proficient and reliable to work all three shifts if needed
§ Must be on-call 24/7 including weekends and holidays
§ Must be capable of training all front desk team members in all areas in all shifts
§ Must be able to drive the hotel shuttle based on needs
§ Should participate and be active in all revenue management rolls
§ Prepare schedules for the front desk and drivers teams based on forecasted occupancy
§ Insure front desk and night audit checklists are completed daily
§ Resolve customer complaints, anticipate potential problems and monitor operational issues.
§ Work with the AGM, Housekeeping Manager and Chief Engineer to achieve highest customer satisfaction
§ Inventory and order office, guest supplies, and brand collateral with GM’s approval
§ Place orders, maintain and inventory “The Market.”
§ Ensures all operations equipment is in proper working order (ie; OnQ PM, Micros, printers, etc)
§ Ensures all shuttles are in working conditions and monitor gas usage
§ Reviews brand specific service program scores and guest feedback with all staff.
§ Conduct pre-shift meeting with staff and review all information pertinent to the day’s business
§ Be knowledgeable and promote of local area and ensure the front desk team is knowledgeable too
§ Manage the human resources in the department to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance reviews resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
§ The FOM acts as the manager on duty and is capable of taking management responsibility for the property under direct supervision of the AGM.
CUSTOMER SERVICE AND GUEST SATISFACTION
§ Maintain a high standard of personal appearance and proper uniform within entire department
§ Greets guests, visitors and team members in a courteous and friendly manner
§ Assists guests and team members with anything that they may need
§ Performs other duties as assigned, requested, or deemed necessary by management
§ Respond to all social media and guest reviews within the appropriate timeframe
SAFETY AND SECURITY
§ Be proficient and train all team members in Safety and Security Policies
§ Report any suspicious activity of guest, visitors or staff
§ always Maintains security for guests and property by keeping room doors locked
§ Write up Guest Inc…
Title: Front Desk Manager – PM Shift
Company: The Rose Hotel, Tapestry Collection by Hilton
Location: Des Plaines, IL
Category:
