Director of Front Office/ The Ritz-carlton, Chicago - Sage Hospitality

Sage Hospitality

Verified Company

Chicago, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Why us?:

Iconic architecture, a thriving culinary scene, beautifully landscaped public spaces and an array of museums are just part of what draws visitors to the Windy City.

At The Ritz-Carlton, Chicago, a luxury hotel set atop Water Tower Place in the historic Gold Coast, guests will have every chance to explore the city, from shopping along Michigan Avenue to viewing famous works at the Art Institute.

Yet with our hotel's spa, rooftop lounge, locally inspired restaurant, indoor lap pool and spacious accommodations overlooking the city, guests may not want to leave the premises.

The Ladies & Gentlemen at our Front Desk are always responsive to the expressed and unexpressed wishes and needs of our guests.

They use their expertise to build strong relationships and create Ritz-Carlton guests for life.

Recognized as "the gold standard" of hospitality, The Ritz-Carlton selects only the most passionate and skilled hospitality professionals.

As one of our Ladies and Gentlemen, you will reflect the values that make us the world's finest luxury brand.

Here, in a diverse environment where individual aspirations are fulfilled and quality of life is enhanced, you will be inspired to work along side your fellow employees to bring special moments to life for our guests and each other.

Job Overview:

Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.

Responds to inquiries regarding hotel information and guest concerns.

Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

Responsibilities:

Greets and completes established checkin procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
Facilitates guest departure (checkout) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.
Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon checkout and maintain accurate hotel records.
Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.
Maintain good guest relations by keeping abreast of all inhouse and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wakeup to provide guests with timely and efficient service.
Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
Maintain a friendly, cheerful and courteous demeanor at all times.
Perform other duties as assigned, requested or deemed necessary by management.
Assist and make recommendations to the Assistant General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
Coordinate and supervise the activities and foster good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service.
Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
Greet guests, offer assistance with checkin/checkout, deliver laundry and store luggage.
Provide guest transportation as required by hotel's standard operating procedures.
Order all supplies and maintain inventory control minimizing unnecessary expenses.
Followup on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
Implement emergency training and procedures to ensure appropriate protection of the hotel's guests, staff and company assets.
Provide weekly schedule for all Front Office Associates, posted by 3pm on Friday.
Responsible for covering/finding replacements for calloffs.
Ensure proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
Ensures all new hires are aware of all aspects of the hotel.
Ensure all associates are properly trained on Fosse along with all other systems/procedures that will help the