Front Office Supervisor

THE WESTIN CHICAGO LOMBARD
Have you ever thought of working at the Crown Jewel of DuPage County? Have you thought of being a part of a team that is focused, dedicated and wants to succeed? Then The Westin Chicago Lombard is for you! We are searching for a Front Office Supervisor who thinks differently, who always finds a way to take care of our guests. If you are the chosen one, expect days of laughter with passionate associates who take pride in exceeding guest expectations. Expect a completely renovated hotel that always makes for a more enjoyable guest experience. Wait, there is more. We are also the only 4 star full service hotel in DuPage County. We also boast 500 rooms and suites, along with over 40,000 sf of event space. This is a fantastic opportunity, it really is. Don't miss out on your opportunity to join not only a great hotel, but also a great management company in Crescent Hotels and Resorts. If growth is your thing, then let this be the start of your next career move.
This position requires the ability to work flexible shifts as needed. Prefer previous Marriott or Westin experience. Light Speed experience helpful. This position requires previous hotel experience. Prefer previous supervisory or management experience.
JOB OVERVIEW: Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.
MINIMUM ESSENTIAL JOB FUNCTIONS, including but not limited to the following:
1. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
2. Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
3. Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
4. Supervise the Guest Service Agents.
5. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
6. Comply with attendance rules and be available to work on a regular basis.
7. Perform any other job related duties as assigned.
REQUIRED SKILLS AND ABILITIES:
Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with associates, customers and patrons.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)