Front Office Manager

2 weeks ago

Chicago, United States Hotel Lincoln Chicago Full time

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright

We are committed to providing you with:

- An exceptional benefit plan for associates & family members including Medical, Dental, Vision, Short Term and Long Term Disability, Life Insurance, Flexible Spending Account
- 401K matching program
- Discounts with our Crescent managed properties in North America for you & your family members along with Hyatt Branded Hotel Associate Discounts
- Employee Assistance Program

**What you will be doing**:

- Assure property operation meets internal audit standards.
- Coordinate guest and group transportation needs.
- Demonstrate positive leadership characteristics, which inspire employees to meet and exceed standards.
- Maintain work area neat and organized.
- Monitor payroll hours and reports.
- Promote employee empowerment.
- Report all unsafe conditions immediately.
- Select, train, supervise, schedule, develop, discipline, and counsel employees according to Davidson policies and procedures.
- Attend meetings as well as schedules and conducts departmental meetings.
- Complete other duties as assigned by supervisor to include cross training.
- Complete reports and paperwork (i.e., forecasts, annual budgets, action plans, etc.)
- Coordinate all VIP transportation to and from the hotel.
- Coordinate delivery of amenities.
- Coordinate the arrival and departure of all tour and organized groups.
- Oversee pick-up and delivery of all hotel dry cleaning.
- Conduct performance appraisals.

**What is required**:

- **CUSTOMER SERVICE**: Deliver the best service, quality and value to every customer, every time. Maintain customer satisfaction as the driving philosophy of the hotel. Personally demonstrate a commitment to customer service by soliciting and responding promptly to guest needs. Commit to satisfying every guest. Ensure Front Office staff, including all new hires, are trained to meet standards of each component. Empower department staff to deliver customer service by encouraging and rewarding responsive guest assistance.
- **FINANCIAL**: Meet or exceed budgeted profit and margin of the department. Prepare annual departmental budget that accurately reflects the hotel’s operations plan. Anticipate revenue/cost problems and manage the timing of discretionary expenditures. Analyze financial and operating information on an ongoing basis in order to achieve budgeted labor and other cost standards. Ensure department staff is trained in financial/control procedures as outlined by Internal Audit, and that these procedures are regularly followed. Impact cash flow by effective management of accounts receivable and accounts payable at the departmental level.
- **PEOPLE**: Manage people according to Davidson’s values. Manage human resources functions including recruiting, selection, orientation, training, performance reviews, pay and recognition programs to maintain a skilled and motivated workforce. Maintain a positive, cooperative work environment between staff and management. Emphasize training and development as a way of doing business in order to empower employees to successfully perform their jobs. Help to develop management talent by acting as a mentor for direct reports. Resolve employee grievances fairly and timely. Ensure employees fully understand performance standards, review process, and reward successes. Manage safety program to protect guests and employees and which meets OSHA requirements. Use ongoing safety plan to minimize workers’ compensation claims.
- **QUALITY**: Maintain physical product standards by routinely inspecting department to ensure that equipment is in proper working condition and supplies are stocked at proper levels. Have acceptable property quality audits for assigned areas and implement action plans to correct deficiencies. Manage security procedures such as key control.

**Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities**

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job fun

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