Front Office Supervisor

PRIMARY OBJECTIVE OF POSITION:

The Overnight Front Office Supervisor is responsible for ensuring smooth and secure overnight operations at the front desk. This role serves as the primary point of contact for guests during the overnight hours, providing exceptional service, managing check-ins and check-outs and supporting the overnights guest service agents with administrative and auditing duties. The overnight front office supervisor is dependable, professional and able to work independently with a high level of attention to detail and by following all Brand and Forbes standards. 

RESPONSIBILITIES AND JOB DUTIES:

• At all times strive to represent Langham in the most professional and courteous manner.
• Be well groomed and conform with the hotel's dress code ensures same for Guest Reception colleagues.
• Be informed about daily operations and events.
• It is in the guest area during all overnight times to assist the overnight front office team and to ensure smooth operations.
• Leads and motivates all overnight guest reception colleagues to include training, communicating objectives for the day, coaching/disciplining, scheduling and performance evaluations to ensure adherence to all service and productivity standards.
• Perform all duties of the Overnight Front Office Manager.
• Ensure Show Time is conducted overnight with all colleagues and is fully versed in Langham’s company philosophy, Brand Standards and Forbes service standards. 
• Communicating with guests and colleagues both verbally and in writing questions and provides clear and professional direction in advising and instructing staff in work. 
• Ensure all overnight colleagues are trained in defect resolution skills with appropriate follow-up processes in place.
• Use Quality League tools and create a culture of empowerment for hourly colleagues to make decisions which will lead to creating great memories for our guests. 
• Ensure 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.
• Assist in check in/check out of guests or any related guest service activity.
• Perform other duties as requested. For example, special requests from guests or special projects from departmental managers.
• Be knowledgeable about all emergency plans and know how to act upon them. Report any unusual occurrences immediately to the Director of Security, Hotel Manager or the General Manager, whichever is most appropriate.
• Assign rooms according to guest requests and preferences whenever possible. 
• Review traces, VIPs, and blocking for special requests.
• Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. 
• Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. 
• Confirm reservations and cancellations. 
• Review OOO and OOS rooms daily. 
• Ensure rates match market codes and proper routing of packages/billing - document exceptions. 
• Identify any over-commitments. 
• Perform duplicate reservation checks.
• Run shift reports and review overnight Guest Service Agent checklists to ensure compliance and completion.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction. 
• Overnight Front Office Supervisor is to be fully versed on the Langham Brand Standards, Forbes Service Standards and Front Office operating systems in order to develop, support, and ensure performance accountability for the guest reception team.

PHYSICAL DEMANDS:

Requires walking or standing to a significant degree.

Ability to lift 20 lbs.

SPECIAL SKILLS REQUIRED:

• Considerable knowledge of computer systems for registration, reservations and backup systems.
• Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate with guests and team members.
• Thorough organizational and supervisory skills proficient in accomplishing the task.
• Ability to coach and develop subordinates to encourage their growth in the hotel and hotel company.
• Ability to analyze complex statistical data and make judgments accordingly.
• Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

EDUCATION REQUIRED:

High School Diploma required. College degree in the hospitality field preferred.

EXPERIENCE REQUIRED:

Minimum of six months experience as a Guest Service Agent, preferably in luxury hotel.

LICENSES OR CERTIFICATES:

CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificate.

SALARY RANGE:

$23.44-$29.30/hour

BENEFITS INCLUDED FOR FULL-TIME COLLEAGUES:

• Vacation Pay and Sick/Personal time (in accordance with Chicago Paid Leave and Paid Sick Leave Law)
• Paid Holidays
• Medical, Dental and Vision Insurance for you and your family (employee paid partial premiums)
• Basic Life Insurance, AD&D, and Short-Term Disability (company paid)
• Long Term Disability, Additional Life Insurance, Child Life, Spouse Life, Pet Insurance, ID Theft Protection Coverage, Prepaid Legal, Critical Illness, Hospital Care, Accidental Injury Supplemental Plans (available for purchase)
• 401k plan with Roth option and employer match
• Free meals while on duty
• Uniforms and cleaning of uniforms (for applicable positions)
• Free and discounted hotel stays
• Discounted parking
• Guidance Resources – company paid benefit for personal counseling

EOE, Including Disability/Veterans

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

Majestic views of the cityscape, the Chicago River, and Lake Michigan. All housed in a skyscraper designed by renowned architect Mies van der Rohe. Situated in downtown Chicago, our hotel is mere minutes from the Loop, Grant Park, Magnificent Mile, Millennium Park, and Navy Pier. Discover the perfect blend of convenience and stylish comfort only at The Langham, Chicago.

For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/chicago/