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Assistant Director of Front office

Company: Westin Chicago Northwest
Location: Schaumburg
Posted on: November 19, 2022

Job Description:

Spend a little time getting to know Prism Hotels & Resorts and you'll quickly find we aren't your typical hotel management company.

Prism Hotels & Resorts is the best place to start, grow or advance your career in the hospitality industry. Whether your interest and expertise lies in management, accounting, sales or engineering, you'll find a home at Prism--where dedication, hard work and a commitment to the best results can move you quickly up the career path of your choosing. Because we believe in mentoring, nurturing and promoting from within our talented organization, with the experience and support provided to you by Prism, the sky's the limit! Founded as a hospitality investment and management firm in 1983, Prism Hotels & Resorts has grown to a company that successfully manages over nine thousand rooms in twenty-two states. Our properties range from urban city center airport hotels to historic properties to exclusive retreats and resorts.

We maintain a constant focus on our associates and on creating the best work environment out there, one in which you can develop your skills, further your career goals, and enjoy a balance between work and home life. And while we take our commitment to success very seriously, we believe in an atmosphere of growth, development and fun! Our ability to succeed is based largely on the people we hire and an unwavering commitment to their personal and professional fulfillment. We go to great lengths to find the best person to fill a position, with as much value placed on a friendly and engaging personality as on a great resume. If you also value and demonstrate a high degree of integrity, compassion, personal leadership and resourcefulness, please apply on line!

Scope of Position:

The Assistant Director of Front Office is responsible for the smooth operation of the front office and for ensuring that all standard operating procedures pertaining to the front desk are followed. Assists in coordinating the activities of workers in guest registration, bell services, concierge, valet services, telephone services, and night audit to ensure the highest guest satisfaction and maximize hotel profitability.

Job Responsibilities:


-Approach all encounters with guests and team members in a friendly, service-oriented manner.
-Maintain regular attendance in compliance with Prism standards, as required by scheduling, which will vary according to the needs of the hotel.
-Maintain high standards of personal appearance and grooming, which includes proper dress and a correct nametag when working.
-Comply at all times with Prism standards and regulations to encourage safe and efficient hotel operations.
-Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members.
-Assist in the training and supervision of all Front Office employees; coach and counsel employees regarding career and personal developments; and conduct performance evaluations and provide feedback to employees, on a regular basis.
-Oversee and participate in guest registration.
-Assist in scheduling staff according to labor standards and forecasts occupancy; assign daily work tasks to employees; and monitor labor costs and productivity to stay within departmental budget.
-Ensure adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
-Respond quickly to guest requests or complaints in a friendly manner and ensure appropriate action is taken.
-Follow up to ensure guest satisfaction and proper documentation.
-Follow company policies and procedures and effectively communicate them to subordinates.
-Aggressively recruit and staff department using company hiring standards (i.e. behavioral questioning, reference checks, evaluation and team interviews).
-Conduct training classes regarding safety, security, departmental procedures and service guidelines.
-Fulfill Manager on Duty shifts as needed.
-Ensure hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.
-Establish and maintain attentive, friendly courteous and efficient hospitality at the Front Desk.
-Maintain efficiency in the operation of the staff in a high standard or quality of service and courtesy, bringing total satisfaction to guests and the hotel.
-Have a thorough knowledge of the hotel fire and safety regulations and policies, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all guest service employees are properly trained in these procedures.
-Confirm credit and payment method at check in and full payment at check out.
-Provide list of "due outs" to Housekeeping on a consistent basis.
-Maintain close control and inventory of uniforms and equipment on hand.
-Ensure lobby is kept clean at all times.
-Ensure a workable checkroom system for luggage that protects the hotel and guest from loss or damage and that check in and check-out procedures are being maintained.
-Prepare and post weekly schedules in a timely manner and in accordance to guest needs and staff availability.
-Conduct frequent inspections to ensure that staff is meeting all company dress codes and personnel appearance standards (uniforms cleaned and pressed, shoes shined, correct name tag, hair, and facial hair are neat and trimmed, etc.).
-Maintain a complete and accurate set of logs (pass-on, hold valet, hotel vehicle, etc.).
-Ensure that staff is reporting gratuities and off-floor time in accordance with established policies in a timely manner.
-Ensure that all hotel vehicles are in good repair, cleaned, and serviced regularly in accordance with vehicle control guidelines.
-Ensure that all staff equipment is maintained in proper working conditions.
-Maintain a good working relationship between the staff and other departments.
-Determine the requirements for and the follow-ups on special groups or VIPs.
-Prepare and submit accident or injury reports when needed in a timely manner.
-Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, etc.
-Maintain accurate and complete information regarding airport limousine transportation.
-Stay informed concerning anticipated volume of guest's arrivals and departures.
-Maintain proper key control Procedures.
-Balance bank daily.
-Perform other duties as requested by management.
-Attend meetings/training as required by management.

Keywords: Westin Chicago Northwest, Schaumburg , Assistant Director of Front office, Administration, Clerical , Schaumburg, Illinois

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