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Front Office Operations Manager

1 week ago


Chicago, Illinois, United States Waldorf Astoria Hotels & Resorts Full time
Company Overview
Waldorf Astoria Hotels & Resorts is a leader in the hospitality industry, offering exceptional guest experiences. With a rich history dating back to 1919, we have established ourselves as a beacon of innovation, quality, and success. Our team members are the driving force behind our continued leadership, staying true to our Vision, Mission, and Values.

Job Summary
We are seeking an experienced Assistant Director of Front Office to join our team in Chicago's Gold Coast. As a key member of our Front Office operations, you will assist in leading and managing all aspects of Front Office activities, ensuring seamless guest experiences and financial profitability. If you are a passionate and dedicated professional with a track record of enhancing service quality, we encourage you to apply for this exciting opportunity.

Key Responsibilities
  • Assist in the direction and administration of all Front Office operations, including guest service and registration, room inventory and availability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement, and meeting participation and facilitation.
  • Monitor and develop team member performance, providing supervision and professional development, scheduling, conducting counseling and evaluations, and delivering recognition and reward.
  • Oversee the VIP process, reviewing VIP reservations, administering amenity orders, managing resumes for incoming guests and groups, updating inventory in the system, monitoring special requests, and overseeing rate changes on in-house guests.
  • Initiate and implement marketing up-selling techniques to promote hotel services and facilities, maximizing room occupancy and overall revenue.
  • Evaluate and address issues, making improvements accordingly, and resolve guest issues and concerns to guest satisfaction.