Assistant Front Office Manager - Hard Rock Hotel Chicago

Customer Service Chicago, Illinois

Position at Aparium Hotel Group

The Hard Rock Hotel Chicago is looking for a Assistant Front Office Manager to join the team! Working at Hard Rock Hotel Chicago is not like working at a typical four diamond upscale property. We are upscale, but not uptight. We pride ourselves on giving our staff the freedom to be themselves! Hard Rock Hotel Chicago's team is as passionate and authentic as rock itself. If you have a true passion for hospitality, service, and music, separate yourself from the crowd and join us!

The Assistant Front Office Manager is responsible for the Front Office Manager with overall administration and supervision of the Front Office, Bell/Door and Concierge services; harmonizing the culture, mission, values, and quality standards to assure maximized potential. This person must create an exceptional climate of professional & personable service that ensures the long-term satisfaction of team members, guests and owners

RESPONSIBILITIES:

  • Maintain guest room inventory day of
  • Create and post department schedules
  • Create and enforce all front office policies and procedures
  • Ensure all operations and cash handling are done per policies and procedures
  • Maintain constant communication with housekeeping department
  • Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas
  • Analyze, investigate, and resolve guest complaints
  • Supervise activities of Front Desk, PBX, Concierge, Bell/Door staff, and Valet
  • Maintain all required reports
  • Manage ‘no show’ billing
  • Communicate with Sales department regarding VIPs, groups, and packages
  • Maintain adequate information regarding credit, gift certificates, etc
  • Maintain house bank and provide change when needed
  • Ensure maximum capture of guest surveys
  • Create and conduct continuous guest service programs
  • Create a positive work environment where all employees have the ability to maximize their potential
  • Create and implement a professional development program for all employees who wish to grow and accept additional responsibility with the Hard Rock Organization
  • Proactively manage the employment process to ensure adequate staffing levels to meet guest needs and profitability.
  • Respond promptly and professionally to all guest feedback including all social media content, guest surveys, e-mails, telephone calls and customer care cases.
Guests
  • Recruit, Hire, Train and Retain a team of employees that deliver an exceptional experience for all of our guests.
  • Utilize customer feedback to continually improve the guest experience.
  • Develop and maintain operating standards that create an exceptional guest experience.

Community

  • Develops and maintains positive relationships with the business and social community

Partners

  • Establishes and implements programs which maximize revenues and effectively utilizes resources
  • Effectively manage relationships with outside vendors to ensure the guest experience is enhanced

EXPECTATIONS:

Culture

  • Know, understand, practice (with energy and enthusiasm), learn, live, & love the mission, keys, culture and spirit that make Hard Rock Hotels the place to work!
  • Constantly strive to uphold the image of Hard Rock and acknowledge rock star performances of others.
  • Maintain open communication with others and participate in sound check and operations meeting on a daily basis.

Service

  • Always be available to provide exceptional individualized service, take initiative to offer assistance throughout the hotel and to promote it at every opportunity.
  • Work as a team helping all teammates to complete the required activities that will ensure we exceed guest expectations.
  • Always smile and offer a warm greeting to all.

Development

  • Take ownership in your continuous training/personal development & take initiative to learn about other departments within the hotel.
  • Help us to find the right people for our team
  • Comply with all hotel policies, procedures and guidelines

Environment

  • Be a conservationist (save paper, water, electricity, recycle, etc.)
  • Help to keep our hotel as clean and beautiful as the day it opened
  • Ensure safety and quality in all our products and services

People

  • Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
  • Create a positive work environment
  • Maintain effective communication, giving timely feedback and recognition of performance
 Product
  • Effectively manage relationships and feedback with outside vendors and clients to ensure the guest experience is continuously improved
  • Develop/maintain standards that create and exceptional guest experience and ensure positive results of all inspections/audits
  • Maintain an active presence throughout the business

Profit

  • Meet or exceed all established goals
  • Maintain low staff turnover rate and high morale
  • Communicate important activities affecting the hotel

LEADERSHIP TRAITS:

Self Accountability

  • Takes responsibility for own actions
  • Focuses on "circle of influence" vs. "circle of concern"
  • Takes action on what needs to be done and produces results
  • Does the right thing vs. the comfortable thing ……makes difficult decisions

Innovation

  • Constantly challenges the status quo
  • Is a transition figure, creates / supports revolutionary change
  • Demonstrates creative "what if" thinking
  • Encourages and rewards others to "think outside the box" and take calculated risks

Problem Solving

  • Constantly analyzes all aspects of the business to get to the root of the problem
  • Always has a "plan B"
  • Includes relevant people in decisions and seeks synergistic solutions
  • Makes decisions with conviction and learns from mistakes

Modeling

  • Lives the Hard Rock values, "walks the talk"
  • Does what they say will do
  • Creates an environment of trust and credibility
  • Always seeks a win-win solution

Strategic Thinking

  • Identifies issues of greatest importance that impacts long-term growth
  • Is a visionary, creates a clear idea of a desired future
  • Identifies consequences of today's actions in the long term
  • Formulates a plan to achieve measurable goals

Communication

  • Listens to understand, rather than to reply (seeks first to understand)
  • Communicates the right message at the right time in the right way (written and verbal)
  • Gives the "why" behind the "what"
  • Creates an environment for others to openly share their thoughts and opinions

Coaching and Development

  • Encourages people to come up with the answer, rather than giving it to them
  • Gives timely feedback (good and bad)
  • Invests time and effort in self and others, to produce desired behaviors / career objectives
  • Anticipates and constructively resolves conflict between others

Impacting and Influencing

  • Inspires and motivates others to take action
  • Convinces others to lend support, using Commitment vs. Compliance 
  • Removes obstacles, so that self and others can succeed
  • Applies the right type of influence or methods to achieve results

Hard Rock Hotel Chicago is an Equal Opportunity Employer committed to a diverse workforce. Hard Rock Hotel Chicago ensures equal employment opportunities regardless of race, color, ethnicity, national origin, gender, sexual orientation, religion, creed, disability, age, veteran status, marital status, or any other category protected by law.