Job description
If you are driven, enthusiastic and ready to be a part of an awesome team and continue to do great things, then we are the hotel for you! The ideal candidate will provide friendly and courteous service while performing all front desk related duties.

MUST have a flexible schedule! This position requires both day and/or evening shifts, night audit shifts, both weekdays and weekends depending on business in the hotel.

*** Prior Hotel Front Desk experience required. ***

RESPONSIBILITIES

· The Front Desk Supervisor is responsible for creating a welcoming experience for all guests.

· Assist Front Office Manager in the day to day operations of the front desk while ensuring 100% guest satisfaction.

· Ensures standards, policies and procedures are followed by Front Office staff.

· Ensures that Brand Guest Satisfaction Scores are at/above brand average for the Front Office.

· Ensure that financial goals of the department and the hotel are being met , monitoring and controlling labor expenses and other divisional expenses such as supplies & equipment

· Handles guest complaints and requests. Resolve issues in a manner satisfactory to both the guest and the hotel.

· Develop and maintain relationships with employees, return guests and group contacts

· Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.

· Assists Front Desk Agents with duties when necessary to provide excellent guest service

· Prepare and submit accident or injury reports when needed.

· Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow up in a timely and professional manner.

· Responsible for training all new employees. Use employee training documentation to record all areas of training completed and turn them into Human Resources to be included in the employee file.

· Promote open channels of communication between all hotel departments.

· Be a Team Player and encourage the teamwork attitude among staff.

· Must be able to handle cash or credit transactions and have Microsoft Office and Excel proficiency.

· Analyze, investigate, and resolve guest complaints

· Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables

· Implement emergency training and procedures to ensure appropriate protection of the hotel's guests, staff and company assets.

· Assist and/or prepare weekly schedule for all Front Office Associates, posted by set deadline.

o Able to understand forecasting to ensure appropriate staffing levels are met according to business demands

· Responsible for covering/finding replacements for call-offs.

· Ensure all associates are properly trained on Jonas Chorum along with all other systems/procedures that will help them provide our guests with quality service.

· Assist in recruitment process with interviewing candidates

· Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc...)

· Participate in Hotel Manager on Duty Program.

TECHNICAL SKILLS

· Able to work independently with minimum supervision.

· Able to communicate effectively both written and verbal.

· Able to communicate effectively with other associates, as well as guests.

· Able to stand, walk, and be on feet for long periods of time (8 hours).

· Able and willing to respond to emergency situations on short notice.

· Individuals must be service and detail oriented.

· Must comply with all department, hotel, and corporate standard operating procedures.

· Responsible for knowing Hotel emergency procedures.

GUEST RELATIONS

· Be readily available/approachable for all guests.

· Answer guest questions regarding Hotel and local area facilities and services.

· Take proactive approaches when dealing with guest concerns.

· Extend professionalism and courtesy to guests at all times.

OTHER REQUIREMENTS

· In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, determined by the reporting manager.

· The hotel operates 7 days a week, 24 hours a day. Schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.

· Carry out all reasonable requests by leadership team.

· Comply with department uniform and appearance standards.

· Must be capable of how to read, write, and speak English fluently.

Physical Demands: Lifting 50 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 25 lbs. Requires walking or standing to a significant degree, reaching, handling, feeling, talking, hearing, seeing.

Math Skills: Requires mathematical development sufficient to be able to: Compute ratio and proportion and percentages. Calculate surface, volumes, weight and measures.

Language Skills: Must have developed language skills to the point to be able to: Read instructions, safety rules, etc. Speak with poise, voice control and confidence using correct English and well-modulated voice.

Data: Compiling: Gathering, collating or classifying information about data, people or things. Reporting and/or carrying out a prescribed action in relation to the information is frequently involved.

People: Speaking-Signaling: Talking with and/or signaling people to convey or exchange information, including giving assignments and/or directions to helpers or assistants.

Things: Handling: Using body members, hand tools, and/or special devices to work, move, or carry objects or materials.

Best Western Chicago Downtown-River North is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including age, sex, color, race, creed, national origin, religion, marital status, sexual orientation, political belief, or disability.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Weekend availability

Ability to commute/relocate:

• Chicago, IL 60654: Reliably commute or planning to relocate before starting work (Required)

Experience:

• HOTEL Front Desk: 2 years (Required)

Work Location: In person

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