Assistant Manager - Front Office

PRIMARY OBJECTIVE OF POSITION: 

To supervise Guest Reception, Guest Service Ambassadors, Concierge, Flavors of Langham and be acutely aware of operations in the Langham Touch department to ensure a seamless arrival and departure process for each guest. Ensure that all colleagues are adhering to all hotel policies, standards, procedures and regulations. Needs to be able to perform all front office functions. Responsible for selection, training and development of all colleagues working in the Front of House areas. Maintain outstanding relationships with all areas and leaders in the hotel. Be fully versed on the Langham Chicago service standards, Brand Standards and Forbes Service Standards and ensure all these are communicated to all Front of House colleagues.

RESPONSIBILITIES AND JOB DUTIES: 

• Responsible for the smooth, efficient and professional operation of all front of house areas.
• Ensures that all procedures and policies are in place and followed.
• Ensures a Guest Reception up-sell program is implemented with clear targets and incentive attached to those goals.
• Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities, and coaches and counsels colleagues whenever appropriate.
• Ensure Show Time is conducted in all areas and all colleagues are fully versed in Langham’s company philosophy, Brand Standards and Forbes service standards
• Maintains strong communication between all departments.
• Strictly follows bank-out procedures and cash handling procedures and maintains an outstanding relationship with the accounting department.
• Ensures confidentiality of user log-ons. Ensure that users are logged out when leaving the area.
• Trains and develops colleagues to the highest possible extent. Ensures that daily training is provided for technical skills, hospitality updates, communication, management, and organizational skills. Leads by example: Provides a high-quality service environment and promotes aggressive and engaging hospitality towards all guests.
• Ensures that Langham’s Brilliant recognition program for guests is in place and executed according to Brilliant/LHG standards
• Uses Quality League tools and helps to create a culture of empowerment for hourly colleagues so that they make decisions leading towards building great memories.
• Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.
• Initiates additional tasks to improve existing procedures and guest satisfaction. Resolves system problems and can operate the system manually. Can lead the staff through a down time.
• Initiates monthly meetings in the department. Attend staff meetings, operations meetings, forecast meetings and sales strategy meetings.
• Ensures all colleagues are trained on defect resolution skills with appropriate follow up processes in place
• Is visible in the guest areas during high traffic times and to assist all front of house colleagues to ensure smooth operations.
• Has plans and actions in place to meet goals and missions of the company and the hotel.
• Be well groomed and conform to hotel's dress code. Be informed about daily operations and events.
• Ensures that the Director of Security is notified of any unusual or suspect hotel guests
• Be highly visible during larger events.
• Maintains an active relationship with the Housekeeping leadership and team.
• Be familiar with sales strategies; communicate daily with room reservation sales.
• Develop a thorough knowledge about all brands in Langham's portfolio.
• Know all frequent guests and be familiar with their special requests. Ensure that their needs are met and/or exceeded.
• Responsible to maintain all work areas in relation to maintenance and cleanliness standards. Any and all maintenance issues in the front of House guest areas need to be reported to engineering as soon as possible so they can be addressed.
• Be familiar with cultural differences and know correct behavior for each culture and know the different protocols and etiquette.
• Other duties as assigned by Rooms Division management.   
• Lead and coach hourly colleagues and supervisors to help develop them to take on additional responsibilities.
• Be knowledgeable about all emergency plans and know how to act upon them. Report any unusual occurrences immediately to the Hotel Manager or the Managing Director.
• At all times strive to represent The Langham, Chicago and LHG in the most professional and courteous manner.
• CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificate.

PHYSICAL DEMANDS: 

• Requires walking or standing to a significant degree.
• Ability to lift 20 lbs.

EDUCATION REQUIRED: 

• High School Diploma required.
• Four-year college degree preferred.

EXPERIENCE REQUIRED: 

Have at least three years previous Front Office / Front of House management experience in a luxury hotel.

EOE, Including Disability/Veterans