Destination Hotels & Resorts Front Office Supervisor in Chicago, Illinois

26357BRPosition Title:Front Office SupervisorJob Overview:This position will provide exceptional service to both internal and external guests at all times. S/he will be responsible to assist in providing leadership, guidance and support to the front desk team in the areas of guest service, training, scheduling and performance management for the overall successful day-to-day operations. S/he often provides the first point of contact for guests and is responsible for creating an excellent, memorable first impression. The Front Desk Supervisor is fully committed to ensuring that all procedures are performed to the department and property standards and serve as an ambassador for the property.Req ID:26357BRCity:ChicagoEssential Functions:

  • Demonstrate the ability to effectively interact, coordinate and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests

  • Be an expert and demonstrate knowledge of: all hotel features/services, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately

  • Champion, promote and successfully track departmental and organizational initiatives e.g. upsell programs, Destination Delivers Program, etc.

  • Ensure front desk agents properly complete required checklist items at the end of each shift

  • Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.)

  • Instills a calm, organized approach when interacting in stressful situations

  • Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction

  • Ensure that sufficient staffing is present to meet the daily business demands

  • Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent hotel data

  • Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction

  • Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members

Qualifications:

  • Prefer Bachelor's degree in Hospitality and Tourism, or related field

  • 1 year minimum experience in a Front Desk Agent role in a lifestyle boutique or luxury property

  • Highly engaging with guests and team members

  • Creative thinker for creating personalized stay for guests

  • Job Type:Full Time Property:Thompson ChicagoArea of Interest:Rooms & Operations Company Introduction:Two Roads Hospitality is a company with a vision. Our core values are the hallmark of everything we do. Through all of our collections and each of our properties, they describe every guest, owner, team member and partner. With more than 40 years of success in the hospitality industry, Two Roads Hospitality was reimagined in 2016. Included in our portfolio are the Alila Hotels & Resorts, Destination Hotels, Joie de Vivre Hotels, Thompson Hotels, and tommie Hotels brands. Whether you are just starting your hospitality journey or you’re an experienced traveler, we invite you to join our family.Property Introduction:British design icon Tara Bernerd turns her worldly, eclectic sensibility to eleven, with the luxurious loft-like, urban industrial bones of the lobby and lounge accented with warm American woods and clean, mid-century lines throughout our unique downtown Chicago luxury hotel on the Gold Coast.State:IllinoisType of Position:Hourly PositionBrand:Thompson Hotels