Front Office Manager

Hotel EMC2 is in search of an experienced Front Office Manager with exceptional downtown Chicago market, and Marriott systems experience to join our one-of-a-kind luxury, lifestyle hotel that celebrates a creative class of consumers seeking artistically curated travel, dining and hospitality experiences. This role reports directly to our General Manager.Duties and ResponsibilitiesRepresent the hotel in a positive manner at all times.Understand and maintain hotel and company brand standards and requirements.Recruit, coach and counsel department managers in the efficient operations of their respective areas.Supervise department managers to ensure the adherence to policies and procedures, delegation of duties, daily property inspections and willingness and ability to engage in effective communication with home office staff and property owners.Inspect guests' rooms, public access areas and outside grounds for cleanliness and appearance.Resolve customer complaints or potential problems by reviewing and monitoring guest complaints, operational issues, and business flow and team member performance to ensure the highest level of service for every guest.Actively resolve problems, provide open communication processes, discipline and take corrective actions, as appropriate.Champions the hotel's post departure evaluation systems and responses. Overall responsibility for the Reputation Management systems and follow up for the property. Oversees hotel guest satisfaction survey scores, Revinate, ReviewPro, Trip Advisor, and coordinates a timely response with department managers and executives.This position acts as the voice of the guest; Greets VIP's, confirms amenities, and coordinates Special Guest Events.Support hotel training programs and encourage on-going development for managers and employees.Demonstrate financial responsibility by monitoring budgetary guidelines.Exemplify with company's Simplified Code of Conduct and all other regulations established by management and the Employee Handbook.ESSENTIAL PHYSICAL REQUIREMENTS:Ability to stand for an entire shift.Ability to reach, bend, stoop, lift, push and pull.Must be able to stand for extended periods of time, and lift and carry up to 30 pounds.Ability to work in front of a computer monitor for extended periods of time.Ability to tolerate moderate temperature changes in the building.Ability to handle repetitive motion of the wrists, hands and fingers.ADDITIONAL QUALIFICATIONS:Communicate in the primary language of the hotel.Display the proper uniform/dress at all times and be well groomed.Be flexible since we are running a 24/7 hotel operation.Must be able to arrive to work in a timely, consistent and predictable fashion.Requires a minimum of 4 years hotel management experience with a proven track record for success in Guest Services, Conflict Resolution and Service Recovery.Embrace the SMASHotels' culture where our people are our greatest asset, the guest is the reason behind everything we do, we are genuine and humble in our service approach, and we embrace the diversity our of our people, which mirrors the diversity of the guests we serve.Must be available to work weekends/ holidays/ overnight shifts.About the CompanyA uniquely different hospitality company, SMASHotels relentlessly pursues the finest talent, trends, and ambiances to create extraordinary experiences. A deep passion for exceptional customer service creates engagement and loyalty. Innovative programming and perpetual development keep us fresh and relevant.SMASHotels embraces emergent technology to drive cost control, flawless operations, marketing, customer relationship management, entertainment and online and in person engagement.Our track record has shown that by raising the bar through a focused commitment both financially and experientially, we achieve success, and our return on investment is substantially higher than industry standards.

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