Front Office Team Lead

4 weeks ago


Chicago, Illinois, United States Lotte New York Palace Full time

Job Title: Front Office Supervisor

Job Summary:

We are seeking a highly skilled and experienced Front Office Supervisor to join our team at Lotte New York Palace. As a Front Office Supervisor, you will be responsible for leading all aspects of Front Office operations, ensuring a high level of guest service, and maintaining a collaborative environment.

Key Responsibilities:

  • Lead Front Office operations, setting and maintaining high standards of guest service.
  • Provide timely and courteous service to guests, encouraging repeat business.
  • Assist guests upon check-in and throughout their stay.
  • Ensure all functions are carried out to maintain a collaborative environment.
  • Meet with staff to review the Front Desk logbook and discuss pertinent information.
  • Review arrivals and departures, noting special requests and challenges.
  • Ensure accurate billing and assess guest relocation needs.
  • Respond to guests' special requests, needs, problems, and concerns.
  • Follow established key control policy, credit policies, and fire procedures.
  • Ensure Standard Operating Procedures are adhered to.
  • Handle guest situations in a calm and professional manner.
  • Be an expert in all employee duties, leading by example.
  • Maintain professional contact with other hotel departments.
  • Ensure accuracy of groups, rooming lists, billing, and amenities.
  • Maintain cleanliness and organization of back office, front desk, and front desk closet.
  • Ensure employees complete duties before departing and are posted on time.
  • Accountable for training and daily monitoring of service levels and grooming standards.

Requirements:

  • Exceptional interpersonal and communication skills.
  • Fluency in the local language (English).
  • Impeccable grooming and presentation.
  • Ability to remain calm in high-pressure situations.
  • High school diploma or equivalent (college degree a bonus).
  • 2 years of related experience in hospitality or similar industry.
  • Flexible schedule, able to work evenings, weekends, and holidays.
  • Self-motivated, customer-focused, and committed to superb customer service.

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