Front Office Manager

Fairfield Inn& Suites is in search of an experienced Front Office Manager with exceptional downtown Chicago market, and Marriott systems experience to join our one-of-a-kind luxury, lifestyle hotel that celebrates a creative class of consumers seeking artistically curated travel, dining and hospitality experiences. This role reports directly to our Director of Operations.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

Represent the hotel in a positive manner at all times.

Understand and maintain hotel and company brand standards and requirements.

Recruit, coach and councel front desk associates.

Supervise team members to ensure the adherence to policies and procedures, delegation of duties, daily property inspections and willingness and ability to engage in effective communication with home office staff and property owners.

Resolve customer complaints or potential problems by reviewing and monitoring guest complaints, operational issues, and business flow and team member performance to ensure the highest level of service for every guest.

Actively resolve problems, provide open communication processes, discipline and take corrective actions, as appropriate.

Champions the hotel's post departure evaluation systems and responses. Overall responsibility for the Reputation Management systems and follow up for the property. Oversees hotel guest satisfaction survey scores, Trip Advisor, and coordinates a timely response with department managers and executives.

This position acts as the voice of the guest;
Greets VIP's, confirms amenities, and coordinates Special Guest Events.

Support hotel training programs and encourage on-going development for managers and employees.

Demonstrate financial responsibility by monitoring budgetary guidelines.

Exemplify with company's Simplified Code of Conduct and all other regulations established by management and the Employee Handbook.

ESSENTIAL

PHYSICAL REQUIREMENTS:

Ability to stand or sit for an entire shift.

Ability to reach, bend, stoop, lift, push and pull.

Ability to lift and carry up to 30 pounds.

Ability to work in front of a computer monitor for extended periods of time.

Ability to tolerate moderate temperature changes in the building.

Ability to handle repetitive motion of the wrists, hands and fingers

ADDITIONAL QUALIFICATIONS:

Communicate in the primary language of the hotel.

Display the proper uniform/dress at all times and be well  flexible since we are running a 24/7 hotel operation.

Must be able to arrive to work in a timely, consistent and predictable fashion.

Requires a minimum of 1 year hotel management experience with a proven track record for success in Guest Services, Conflict Resolution and Service Recovery.

Embrace the Dreamweaver culture where our people are our greatest asset, the guest is the reason behind everything we do, we are genuine and humble in our service approach, and we embrace the diversity our of our people, which mirrors the diversity of the guests we serve.

Must be available to work weekends/ holidays/ overnight shifts.

Duties and Responsibilities Including, but not limited to Front Desk:
Occupancy, late check outs, arrivals, VIP's, groups, special needs such as billing, flyers or credit issues, employee breaks, closing duties.

Bell:
Arrivals, VIP's, groups, coordinate lobby patrols, employee breaks, closing duties.

Concierge:
Reservations, VIP's, guest's requests.

Housekeeping: Late checkouts, turn down service.

Engineering:
Preventative Maintenance, Duty Engineer, out of order rooms

Scheduling, payroll and timekeeping, weekly and monthly meetings, daily and weekly reporting, guest recovery

Additional duties as assigned
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