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Rooms Assistant Manager

Nobu Hotel Chicago Chicago, IL

Chicago, IL

Today

$55k - $65k/yr Full time Manager Assistant Manager Customer Service

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Job Description

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)

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