Rooms Assistant Manager - Chicago, United States - Nobu Hotel Chicago

Description

Job Summary

The Assistant Front Office Manager leads by adhering to the hotel's policies and procedures and always providing exemplary service to our guests and team members.

The Manager on duty assists management with the supervision, training, scheduling, and evaluating performance of Guest Service Agents, Door, and PBX and performs the daily responsibilities if these roles when required.

The Manager on Duty is expected to work some Night Audit shifts as needed.


Essential Functions

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards
• Maintain complete knowledge at all times of: hotel features and services, room rates, special packages and promotions, daily house count, room availability, scheduled inhouse group activities, locations and times, and VIP guests.
• Anticipate guests' needs and respond promptly. Acknowledge all guests, however busy and whatever time of day
• Resolve all guest complaints in a timely manner and ensure guest satisfaction
• Monitor and maintain cleanliness, sanitation, and organization of assigned work area(s)
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable of such
• Ensure all guest room allocations are correct and guest requests have been tended to
• Supervise the performance, attendance, appearance, conduct, and demeanor of staff
• Inspect, plan, and ensure that all materials and equipment are in complete readiness
• Attend preshift meeting and review all information pertinent to the day's business
• Constantly monitor staff performance throughout all phases of service and rectify any deficiencies. If deficiencies persist, notify the Director of Front Office in a timely manner
• Assist team members when complex billing or reservation issues arise
• Responsible for completion or delegation of all items on the shift report
• Ensure that the standards for guest check in and check out are maintained; anticipate critical situations and assist wherever necessary
• Answer the departmental phone within 4 rings and never leave a guest on hold for more than 30 seconds without an offer of a callback
• Coordinate breaks and additional daily duties for the Front Desk Team
• Monitor communication logs and ensure that guests receive follow up within the appropriate time
• Assist staff with their job functions to ensure exemplary guest service; this includes reasonable offproperty guest errands
• Assist guests with reporting lost/stolen articles to Loss Prevention in accordance with hotel policy
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations
• Adhere to the hotel's cash handling policies and procedures
• Assist Accounting in researching all disputed charges and contact guests when required to resolve disputes
• Ensure that all VIPs are preregistered according to hotel standards. Monitor VIP arrivals; greet and, in the absence of the VIP Manager or Front Office Manager, escort to room
• Maintains detailed notes on VIPs, updates dossiers accordingly, and distributes the information to the appropriate manager(s)
• Provides a crafted stay for each guest
• Work closely with all departments to ensure all service standards are met and guest service expectations are exceeded
• Complete assigned duties within each shift
• Maintain availability to work all shifts, including Night Audit
• Navigates each shift fluidly and freely performs duties outside of assigned classification
• Perform additional duties as instructed by the Director of Front Office or the Front Office Manager

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 nonuniformed associates.
• Comply with hotel attendance policy.
• 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 all other duties as directed by management that are consistent with the policies and procedures of the hotel.

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_
• Work Schedule:_

Due to the cyclical na