Front Office Operations Manager

5 days ago


Chicago, Illinois, United States Lotte New York Palace Full time
Job Title: Front Office Supervisor

At Lotte New York Palace, we are seeking a highly skilled and experienced Front Office Supervisor to lead our Front Office operations. As a key member of our team, you will be responsible for providing exceptional guest service, ensuring seamless check-in and check-out processes, and maintaining a high level of professionalism in all interactions.

Key Responsibilities:
  • Lead all aspects of Front Office operations, including guest service, check-in and check-out processes, and staff management.
  • Ensure timely and courteous service to all guests, encouraging repeat business and generating positive reviews.
  • Assist guests upon check-in and provide great service throughout their stay, addressing any concerns or issues promptly.
  • Meet with staff to review shift information, Front Desk logbook, and ensure all functions are carried out to maintain a collaborative environment.
  • Review arrivals and departures, noting special requests, challenges, and ensuring accurate billing.
  • Make sure all shifts are covered as scheduled, cover as necessary, and respond to guests' special requests and needs.
  • Follow established key control policy, credit policies, and be knowledgeable of all fire and emergency procedures.
  • Ensure Standard Operating Procedures are being adhered to, and the completion of the desk agents' AM/PM checklist.
  • Handle guest situations as they arise in a calm and professional manner, being an expert in all employee duties.
  • Maintain professional contact via telephone with all other hotel departments, ensuring accuracy of groups, rooming lists, billing, amenities, arrivals, etc.
  • Ensure all employees complete their duties before departing, that they are posted at their stations on time, and maintain cleanliness, organization of back office, front desk, and front desk closet.
  • Accountable for training and daily monitoring of all service levels, as well as making sure all team members are following grooming and uniform standards.
Requirements:
  • Exceptional interpersonal and communication skills.
  • Fluency in the local language - extra language skills would be great, but not essential.
  • Impeccable grooming and presentation.
  • Ability to remain calm and composed in high-pressure situations.
  • High school diploma or qualification. A college or university degree would be a bonus, but not essential.
  • 2 years of related experience in hospitality or similar industry.
  • Flexible schedule, able to work evenings, weekends, and holidays when needed.
  • Self-motivated, customer-focused and committed to maintaining superb customer service throughout all areas of the Front Office.


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