Oversee the front desk and ensure the front desk provides exceptional customer service. Resolve any guest complaints, train new staff on proper processes and procedures.
Responsibilities
Responds to and resolve guest complaints and concerns in a timely manner.Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures.Confers and cooperates with other department heads to ensure coordination of activities.Trains new and existing employees of the Front Office.Answers inquiries pertaining to hotel policies and services.Monitors and ensure work duties of staff are followed according to hotel standards by verifying AM/PM checklists are executed, signed and filed.Maintains complete knowledge of hotel services, hours of operation, and schedule of events.Monitors performance and ensures adherence to service standards of bell staff.Creates weekly work schedules to coincide with projected occupancies. Conducts daily front office "briefings" to oncoming staff and outlines group and catering activity, rate of the day, VIP Guest List, occupancy projections and pertinent information related to day to day operations.Conducts a comprehensive monthly front office meeting outlining standards updates, upcoming marketing promotions, group/citywide activity, F&B outlet news and all related hotel topics.Train personnel and monitor compliance to solicitation practices related to either directly acquiring guest forms or electronic address information supporting e-mail guest service feedback.Manage rooms P&L in partnership with Director of Housekeeping, to ensure rooms division is staying within established guidelines for expenses and payroll costs. Responsible for staff selection and scheduling of all Front Office personnel. Manage payroll and control costs using Labor Standards.Ensure that staff adheres to all credit/cash policies and procedures to reduce bad debts and rebates. Perform quality audits and take corrective action when appropriate. Maintain positive relations with employees and promote good inter/intra-department relations.Ensure that problems are addressed as soon as possible, and seek input from the employee on the problem. Develops plans with the employee to solve problems and follow up with feedback and encouragement to ensure resolution of problems. Responsible for ensuring the Front Office personnel participate in all property safety awareness programs. Responsible for completing, and presenting to employees, performance reviews, and salary increases in a timely manner. Maintain an open line of communication between guests, staff members and management.Requirements
Ability to effectively deal with a guest and employee concern in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer or employee and providing positive and proactive solutions.Ability to access, read and accurately input information using a moderately complex computer system to include software such as Excel and Word. Analytical ability sufficient to assess trends and make relevant decisions.Lifting 20lbs. maximum with frequent lifting and carrying of objects weighing up to 10lbs.Requires walking and standing to a significant degree and can require long periods of sitting.Must have a minimum of two years prior front office experience in a similar size operation.Provide exceptional customer service.Work as a productive team member by contributing positive energy.Perform the duties of the position in a safe manner.Be professional in all interactions with guests and associates.Effective communications in English both written and oral.Patience, tact and diplomacy.Ability to resolve problems without blaming others.Provide exceptional customer service.Work as a productive team member by contributing positive energy.Perform the duties of the position in a safe manner.Be professional in all interactions with guests and associates.Provide exceptional customer service.Work as a productive team member by contributing positive energy.Perform the duties of the position in a safe manner.Be professional in all interactions with guests and associates.Benefits
The Lakefront offers a very competitive benefit package including medical, dental, and vision. Plus a 401k with an employer contribution.
Read LessMillennium Hotels and Resorts is one of the largest hotel owners and operators in the world and Singapore's largest international hotel group. Our global brands consist of the Leng’s Collection, M Collection, Millennium Collection and Copthorne Collection, and are located throughout Asia, Europe, the Middle East, New Zealand and United States. Occupying the best locations in major gateway cities, our hotels have the perfect address for business and leisure travelers.
We are a distinguished international hotel company operating a portfolio of over 140 hotels worldwide. With a commitment to delivering exceptional experiences, we set industry benchmarks in hospitality excellence across the globe.
As we continue to grow and expand, we recognize the need for a skilled Complex Director of Revenue Management to join our revenue team, overseeing revenue management for Chicago and Boston. In this role, you will be responsible for optimizing revenue and driving profitability for our hotels.
The ideal candidate will have a passion for hospitality with an entrepreneurial mindset that is driven to innovate to get results.
Scope
· Collaborate closely with the Revenue Management team to implement strategies that maximize revenue and profit for The Bostonian Hotel and The Millennium Knickerbocker Chicago.
· Analyze market trends, competitor data, and historical performance to develop pricing and revenue optimization strategies.
· Utilize revenue management software and tools to analyze data and forecast demand, adjusting pricing strategies accordingly.
· Monitor booking patterns, occupancy rates, and market demand to identify opportunities and risks for revenue generation.
· Work in tandem with the Sales and Marketing teams to develop and implement promotional offers and packages.
· Collaborate with property managers and regional teams to ensure the effective execution of revenue management strategies.
· Generate regular reports and presentations to communicate revenue performance, trends, and recommendations to senior management.
· Stay up-to-date with industry trends, market changes, and technology advancements in revenue management.
· Conduct regular competitor analysis to ensure competitive positioning and recommend strategic adjustments.
· Maintain open communication with European properties during their business hours, supporting any revenue-related queries or needs.
Requirements
· Bachelor’s degree in Hospitality Management, Business Administration, or a related field; or equivalent Revenue Management expertise.
· Proven experience working with well-known international hotel companies.
· Strong understanding of revenue management principles, strategies, and industry best practices.
· Proficiency in revenue management software and tools to analyze data and forecast demand.
· Exceptional analytical skills with the ability to interpret data, trends, and market dynamics.
· Excellent communication and interpersonal skills to collaborate with cross-functional teams.
· Detail-oriented with a proactive approach to identifying opportunities for revenue optimization.
· Adept at adapting strategies to changing market conditions and business needs.
· Willingness to stay current with industry trends, best practices, and technological advancements.
· Highly organized and capable of managing multiple tasks simultaneously.
· Proven ability to work independently and make data-driven decisions while working collaboratively with Operations, Sales and Revenue teams.
· Prior experience in the hospitality industry, especially in sales and account management/ yield management/ distribution channel management
THIS IS A FULL TIME, IN OFFICE POSITION, LOCATED IN EITHER BOSTON OR CHICAGO
Benefits
Private Health InsuranceMatching 401kPaid Time OffTraining & Development Read LessMillennium Hotels and Resorts is one of the largest hotel owners and operators in the world and Singapore's largest international hotel group. Our global brands consist of the Leng’s Collection, M Collection, Millennium Collection and Copthorne Collection, and are located throughout Asia, Europe, the Middle East, New Zealand and United States. Occupying the best locations in major gateway cities, our hotels have the perfect address for business and leisure travelers.
We are a distinguished international hotel company operating a portfolio of over 140 hotels worldwide. With a commitment to delivering exceptional experiences, we set industry benchmarks in hospitality excellence across the globe.
As we continue to grow and expand, we recognize the need for a skilled Complex Director of Revenue Management to join our revenue team, overseeing revenue management for Chicago and Boston. In this role, you will be responsible for optimizing revenue and driving profitability for our hotels.
The ideal candidate will have a passion for hospitality with an entrepreneurial mindset that is driven to innovate to get results.
Scope
· Collaborate closely with the Revenue Management team to implement strategies that maximize revenue and profit for The Bostonian Hotel and The Millennium Knickerbocker Chicago.
· Analyze market trends, competitor data, and historical performance to develop pricing and revenue optimization strategies.
· Utilize revenue management software and tools to analyze data and forecast demand, adjusting pricing strategies accordingly.
· Monitor booking patterns, occupancy rates, and market demand to identify opportunities and risks for revenue generation.
· Work in tandem with the Sales and Marketing teams to develop and implement promotional offers and packages.
· Collaborate with property managers and regional teams to ensure the effective execution of revenue management strategies.
· Generate regular reports and presentations to communicate revenue performance, trends, and recommendations to senior management.
· Stay up-to-date with industry trends, market changes, and technology advancements in revenue management.
· Conduct regular competitor analysis to ensure competitive positioning and recommend strategic adjustments.
· Maintain open communication with European properties during their business hours, supporting any revenue-related queries or needs.
Requirements
· Bachelor’s degree in Hospitality Management, Business Administration, or a related field; or equivalent Revenue Management expertise.
· Proven experience working with well-known international hotel companies.
· Strong understanding of revenue management principles, strategies, and industry best practices.
· Proficiency in revenue management software and tools to analyze data and forecast demand.
· Exceptional analytical skills with the ability to interpret data, trends, and market dynamics.
· Excellent communication and interpersonal skills to collaborate with cross-functional teams.
· Detail-oriented with a proactive approach to identifying opportunities for revenue optimization.
· Adept at adapting strategies to changing market conditions and business needs.
· Willingness to stay current with industry trends, best practices, and technological advancements.
· Highly organized and capable of managing multiple tasks simultaneously.
· Proven ability to work independently and make data-driven decisions while working collaboratively with Operations, Sales and Revenue teams.
· Prior experience in the hospitality industry, especially in sales and account management/ yield management/ distribution channel management
THIS IS A FULL TIME, IN OFFICE POSITION, LOCATED IN EITHER BOSTON OR CHICAGO
Benefits
Private Health InsuranceMatching 401kPaid Time OffTraining & Development Read Less