<span>Front Office Supervisor</span>

Lotte New York Palace - Chicago, IL

Full-time - Entry Level

Chicago, IL

Accommodation

About the position

The Front Office Supervisor is responsible for leading all aspects of front office operations, ensuring a high level of guest service and satisfaction. This role involves managing guest check-ins, addressing special requests, and maintaining collaboration among staff to create a welcoming environment. The supervisor will also oversee the accuracy of billing and room assignments, while training and monitoring team members to uphold service standards.

Responsibilities

• Lead all aspects of front office operations by setting and maintaining high guest service standards.
• Assist guests upon check-in and provide excellent service throughout their stay.
• Meet with staff at the start of shifts to review pertinent information and the Front Desk logbook.
• Review all arrivals and departures, noting special requests and ensuring accurate billing.
• Respond to guests' special requests, needs, problems, and concerns in a professional manner.
• Ensure adherence to Standard Operating Procedures and key control policies.
• Handle guest situations calmly and professionally as they arise.
• Maintain cleanliness and organization of the back office and front desk areas.
• Train and monitor service levels of all team members, ensuring grooming and uniform standards are met.

Requirements

• Exceptional interpersonal and communication skills.
• Fluency in the local language; additional language skills are a plus.
• Impeccable grooming and presentation.
• Ability to remain calm and composed in high-pressure situations.
• High school diploma or equivalent; a college degree is a bonus.
• 2 years of related experience in hospitality or a similar industry.
• Flexible schedule, able to work evenings, weekends, and holidays as needed.