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Assistant Front Office Manager - Wyndham Grand Chicago Riverfront

Assistant Front Office Manager - Wyndham Grand Chicago Riverfront

Job Description

Withan unrivalled location on Wacker Drive, just off Michigan Avenue, the WyndhamGrand Chicago Riverfront is in the heart of everything that is Chicago. Thehotel boasts 334 spacious guestrooms, Hoyt’s Chicago restaurant and bar,24-hour business and fitness centers and over 16,000 square feet of privateevent space. Many of our guest rooms offer stunning views of either the city orthe famed Chicago River. TheHotel offers 47 vacation ownership units in partnership with Wyndham HotelGroup’s sister company, Wyndham Vacation Ownership. As the world’s largestdeveloper and marketer of flexible, points-based vacation ownership products,Wyndham Vacation Ownership has developed or acquired more than 185 vacationownership resorts throughout the United States, Canada, Mexico, the Caribbeanand the South Pacific that represent more than 23,000 individual vacationownership units.The Wyndham Grand Chicago Riverfront is part of theprestigious Wyndham Grand® ensemble of distinguished hotels within the Wyndham Hotelsand Resorts brand that represent one-of-a-kind experiences in key destinationswith refined accommodations, attentive service and relaxed surroundings. WyndhamHotel Group, part of the Wyndham Worldwide (NYSE: WYN) family ofcompanies, is the world’s largest hotelcompany withapproximately 7,380 hotelsand over 631,800 rooms in66 countries. POSITION SUMMARY: Assist in managing all aspects of the front office areas which may include but is not limited to guestregistration, bell services, concierge services, business center, telephone services, and guest reservations toensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and deskmerchandising. Serve as Front Office Manager in his/her absence. RESPONSIBILITIES: Assist the Front Office Manager in all aspects of their duties. Assist Front Office Manager in execution of the management of staff. Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personalrecognition. Monitor Front Office and particularly Guest Relations personnel, to ensure Wyndham Rewardmembers, known repeat guests and other VIPs receive special attention and recognition. Control the availability of rooms, rooms types, accuracy of room count and rate categories. Maximize occupancy, revenue and average rate while maintaining high service standards. Liaise with Housekeeping Department to ensure room image is maintained. Turn away guests if occupancies deem it necessary ensuring no good‐will is lost. Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other roomrelated requests are met. Be aware of credit policies and procedures and liaise closely with Finance Department to ensure thatcredit procedures are properly carried out. Know system recovery procedures. Interpret computer reports. Compile statistics for front office and provide reports relating to that area. Continually check the accuracy of room count. Approve upgrades and special amenities in absence of FOM. Maintain inter‐departmental relationships to ensure seamless customer service. Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on arandom basis, VIP rooms prior to arrival. Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays andvacation, taking into consideration project occupancy and forecasts and any large group movements,especially those with early/late arrivals or departures. Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture ofdepartmental associates. Promote Inter‐hotel sales and in house facilities. Work with Superior and Human Resources on manpower planning and management needs. Work with Superior and Director of Finance in the preparation and management of the Department’s budget.

Job Requirements

ABILITIES / KEY COMPETENCIES / SKILLS: Good communication skills. Good writing skills. Proficient in the use of Microsoft Office and Front Office System. Problem solving, reasoning, motivating, organizational and training abilities. Strong Leadership skills in managing teams. Ability to manage complex relationships. Fluent in English, bilingual is a plus. EDUCATION / CERTIFICATES / EXPERIENCE: Bachelor’s degree in Hotel Management, Business Administration or related field. 2 years of guest service / hotel experience with one year in a management capacity, or an equivalentcombination of education and experience. Type and level of experience required may vary slightly based on size and complexity of operation.

Job Snapshot

Employment Type Full-Time
Job Type Customer Service, Facilities, Management, Admin - Clerical
Education 4 Year Degree
Experience At least 2 year(s)
Manages Others Not Specified
Industry Hospitality
Required Travel Not Specified
Job ID 1410903
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Assistant Front Office Manager - Wyndham Grand Chicago Riverfront

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