Rooms Assistant Manager

Rooms Assistant Manager role based in Chicago, IL (onsite) overseeing Rooms operations, guest service standards, and coordination across Rooms/Front Office/Housekeeping.

Responsibilities

• Follow and maintain compliance with all departmental policies, service procedures, and service standards.
• Maintain current knowledge of hotel features and services, room rates, special packages and promotions, daily house count, room availability, scheduled in-house group activities, and VIP guest details.
• Anticipate guest needs and respond promptly; acknowledge all guests regardless of time or volume.
• Resolve guest complaints in a timely manner to ensure guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization in assigned work areas.
• Ensure the Front Desk has up-to-date information on rates, packages, and promotions, and that staff remain knowledgeable.
• Verify correct room allocations and ensure guest requests are addressed.
• Supervise staff performance, including attendance, appearance, conduct, and demeanor.
• Inspect and plan daily readiness by confirming materials and equipment are prepared.
• Attend pre-shift meetings and review information relevant to that day’s business.
• Continuously monitor service delivery and correct deficiencies during all phases of service.
• If deficiencies persist, notify the Director of Rooms in a timely manner.
• Support team members with complex billing and reservation issues.
• Complete or delegate all items required on the shift report.
• Maintain standards for guest check-in and check-out; anticipate critical situations and assist as needed.
• Answer departmental phone calls within 4 rings; never leave a guest on hold for more than 30 seconds without offering a callback.
• Coordinate breaks and additional daily duties for Front Office and Housekeeping teams.
• Monitor communication logs and ensure guests receive follow-up within appropriate timeframes.
• Assist with guest requests and reasonable off-property errands as needed to support exemplary service.
• Assist guests with lost or stolen article reports to Loss Prevention according to hotel policy.
• Adhere to hotel requirements for guest and employee accidents or injuries, including emergency procedures.
• Follow hotel cash handling policies and procedures.
• Assist Accounting with research for disputed charges and contact guests when required to resolve disputes.
• Ensure VIPs are pre-registered according to hotel standards.
• Monitor VIP arrivals, greet them, and escort them to their room in the absence of the VIP Manager or Front Office Manager.
• Maintain detailed VIP notes, update dossiers, and distribute information to the appropriate manager(s).
• Provide a crafted stay for each guest.
• Work closely with other departments to meet service standards and guest expectations.
• Complete all assigned duties within each shift.
• Maintain availability to work all shifts, including Night Audit, and perform duties beyond assigned classification as needed.
• Perform additional duties as instructed by the Director of Rooms.
• Comply with hotel and departmental rules for safe, secure, effective, and environmentally friendly hotel operations (including lost and found, emergency procedures, and recycling efforts).
• Attend and participate in hotel and departmental meetings, training sessions, and information meetings.
• Comply with hotel grooming standards for uniformed and non-uniformed associates.
• Comply with hotel attendance policy.
• Maintain service and behavioral standards toward guests, vendors, and colleagues, including phone etiquette and respectful, friendly conduct.
• Perform other duties directed by management consistent with hotel policies and procedures.
• Monitor each Room Attendant’s daily progress.
• Inspect completed rooms to confirm standards are met.
• When standards are missed, bring employees back to the room and coach to correct the deficiency.
• Coordinate work orders in the assigned section and follow up to confirm completion.
• Release checkout rooms to be sold.
• Monitor House Attendants’ performance and ensure sufficient supplies on guest floors.
• Check cleanliness of guest corridors, stairwells, elevators, and Linen Closets.
• Inspect guest rooms and tour the hotel during each shift; complete maintenance requests as needed.

Requirements

• Ability to visually review documents and computer screens throughout the day.
• Ability to walk or stand for extended periods during the shift.
• Manual skills requiring motor coordination and finger dexterity, including typing, handwriting, or machine operations.
• Operate within hotel safety guidelines, including safe and responsible operation of hotel equipment.
• Report and address safety concerns as they arise.
• Ensure safe handling of chemicals according to hotel and department standards, using proper PPE when appropriate.
• Due to hospitality’s cyclical business needs, ability to work varying schedules.

Working Conditions & Physical Requirements

• Physical Effort: Significant portions of the day require prolonged standing, moving, and sedentary work.
• Visual/Computer Review: Ability to visually review documents and computer screens throughout the day.
• Walking/Standing: Ability to walk or stand for extended periods during the shift.
• Manual Skills: Motor coordination and finger dexterity for typing, handwriting, or machine operations.
• Work Schedule: Varying schedules may be required based on business needs.
• Safety: Responsible for safe operation of hotel equipment and for addressing safety concerns.
• Chemicals: Safe handling of chemicals per standards, including use of PPE when appropriate.

Salary: USD 55,000 - 65,000 per year

Location: Chicago, IL (onsite)