Front Office Manager Job Vacancy in Nobu Hotel Chicago Chicago, IL 60607 – Latest Jobs in Chicago, IL 60607 – updated today

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Company Name : Nobu Hotel Chicago
Location : Chicago, IL 60607
Position : Front Office Manager

Job Description : Job Summary The Front of House Manager is responsible creating a seamless and efficient front of house experience. Ensures that effective communication, leadership, training and effective use of technology facilitates a savvy and efficient team able to deliver a detailed and personalized experience for Nobu Hotel Guests prior to and throughout their stay while maximizing revenue and occupancy. Job functions supervised include Reception/Concierge, Guest Services, Door/Bell and third party contracted services such as Valet and Guest Transportation Essential Functions of Front Office Motivate, coach, counsel and discipline all Front Office, Guest Services and Valet staff. Manage relationship and hold accountable any third party contractors such as Valet and Transportation Develop employee morale and ensure training of Guest Services personnel. Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Participate in required Manager on Duty program as scheduled. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Maintain complete knowledge at all times of: o all hotel features/services, hours of operation. o all room types, numbers, layout, decor, appointments and location. o all room rates, special packages and promotions. o daily house count and expected arrivals/departures. o room availability status for any given day. o scheduled in-house group activities, locations and times. o all hotel and departmental policies and procedures. Implement and Champion all it systems in accordance with RCD and Nobu Standards ensuring that staff are properly trained and that all company systems are utilized maximizing efficiency of the team. Answer department telephone within specified amount of rings determined by property guidelines, using correct greeting and telephone etiquette. Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business. Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such. Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations. Monitor revenues derived from telephone, garage and sundries. Track actuals against budget. Monitor expenses (telephone, cost of sales, supplies, T/A commissions and labor). Track actuals against budget. Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts. Ensure that staff report to work as scheduled. Document any late or absent employees. Coordinate breaks for staff. Assign work duties to staff. Conduct pre-shift meeting with staff and review all information pertinent to the day’s business. Inspect grooming and attire of staff; rectify any deficiencies.
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel. Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff, and Concierge staff. Monitor the hotel front entrance and resolve any congested situations. Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently. Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines. Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Monitor guest mail and ensure that it is processed according to procedures. Monitor and ensure that express check-outs are processed through the system. Monitor the staffs’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel. Assist staff with their job functions to ensure optimum service to guests. Observe guest reactions and confer frequently with staff to ensure guest satisfaction. Assist guests with reports of lost/stolen articles, following hotel policy. Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations. Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures. Ensure security of guest room access. Monitor and ensure that all cashiering procedures comply with Accounting policies: o Contracted banks o Shortages/overages o Late charges o Petty cash/paid outs o Adjustments o Posting charges
o Making change for guests o Cashing personal/travelers checks o Payment methods/processing o Settling accounts o Closing reports o Cashier reports o Balancing receipts o Dropping receipts o Securing banks Review previous night’s no-shows, verify and ensure billing of such. Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures. Assist staff with expediting problem payments. Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or walked guests. Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations. Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms. Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel. Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room. Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns. Print special requests report and block according to specifications. Balance room types daily. Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits. Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures. Print and review masters for departed groups; check accuracy and distribute to Accounting.
Review flag reports and follow up accordingly. Coordinate delivery time of amenities with Room Service, ensuring timely delivery. Review requests for late check-outs and approve according to occupancy. Communicate this information to Housekeeping. Review limousine request forms and chart information on booking calendar. Ensure that all pick-ups have room reservations and that all departures are still in-house; reconfirm departure times with in-house guests. Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory. Print report on discrepant rooms, research discrepancies and enter current status accordingly. Complete an inspection of all guest room floors, public areas and restrooms daily and rectify deficiencies with respective departments. Complete bucket check nightly. Ensure that designated hotel entrances are locked at specified times. Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security where necessary. Ensure all closing duties for staff are completed before staff sign out. Conduct a weekly formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff. Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees. Foster and promote a cooperative working climate, maximizing productivity and employee morale. Prepare and submit daily/weekly payroll records. Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs. Document pertinent information in department log book. Complete all paperwork and closing duties. Review status of assignments and any follow-up action with on-coming Supervisor. Other duties as assigned.
Other Duties
All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc. Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings. Comply with hotel grooming standards for both uniformed and non-uniformed associates. Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude. Perform additional duties as requested by the General Manager.

Perform additional duties as requested by the General Manager.
Working Conditions & Physical Requirements Physical Effort: Significant portions of day require prolonged standing, moving and sedentary work. Ability to
visually review documents and computer screen throughout day.
Physical Environment: Ability to walk or stand for extended periods of time during course of shift.
Manual Skills Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.
Work Schedule: Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel.
Safety: Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.
Qualifications Education: High school diploma or equivalent vocational training certificate required. Some college or college degree preferred. Degree in hospitality management preferred. Experience: Three to Four years Front Office management experience in a similar Lifestyle
Boutique or Luxury Hotel.
Computer Skill & Other Technical Skills:
Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required.
Other:
Must be customer-service oriented and have excellent hospitality skills.

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