Operations Manager

Job Description

Job Description

Operations Manager

"Join the Atira Hotels Family and Build a Legacy of Hospitality!"

Reports to: Assistant General Manager (AGM)

Job Details

• Work Location: Hyatt Place Schaumburg - 1851 McConnor Pkwy, Schaumburg, IL 60173
• Job Type: Full-time
• Pay: $48,000 Annual
• Schedule: 8-hour shifts, Monday to Friday, Night shifts, Holidays, and Weekends

Job Overview

The Front Desk Supervisor coordinates front office activities and provides support to the AGM/FOM. This role ensures smooth operations, excellent customer service, and accurate financial processes.

Key Responsibilities

• • Walk through the hotel entrance during your arrival and ensure it is maintained and clean.
  • Ensure staff is in proper uniform and well groomed.
  • Ensure cell phones of the staff are put away for the shift.
  • Responsible for greeting guests at breakfast in the AM and ensuring Food and Beverage is running smoothly. Coffee filled/Food ready and replenished.
  • Open the pre-arrivals report in Colleague and block rooms that have been inspected within 12-24 hours -> Bottom right corner > Services > Pre-arrival Dashboard -> Search, make sure date is today’s date-> For each reservation, find room -> Search by 12 PT -> Pick a 12-24 hr. room with the correct room type.
  • Responsible for ordering all FD supplies.
  • Responsible for ordering all Placery inventory and maintaining a full display daily.
  • Programming of POS system adjusting pricing and items for sale.
  • Print Downtime Report (throw away old report under desk and replace) and count the drawer , note above.
  • Check Back office for laundry and prepare for pickup
  • Cash Drawer: Ensure the cash drawer at the front desk is $250.00. Make sure that we are filling out the Front Desk Bank Sign-Off  sheet for every shift. (Any overage should be dropped at the end of each shift)- Verify and witness drops each shift.
  • Check the “guest ledger” and highlight the rooms with balance higher than $600. Take payment in those rooms and then authorize the credit card for the remaining amount. 
  • Breakfast:  Ensure that the breakfast and coffee stations are replenished throughout breakfast hours as guests come down. Breakfast breakdown should begin at 9:00am M-F and 10:00am S-S
  • Check duplicate reservations, Multiple reservations. (Run and preview both reports). Handle reservations accordingly. 
  • Check and address Traces for arriving guests.
  • 3rd Party Reservations:  Ensure 3rd party reservations are set up to bill correctly (ignore “Collect” rooms)
  • Arrivals: Detailed (Alt + M, R – search %Arrival, select Membership Level, Membership Type, Traces, Note, Preferences)
  • Review all arrivals for the day, note requests in Pass on Log and place alerts on reservations when necessary
  • Review GEM NOTES for the arriving guests.
  • Pre-assign Globalists, VIP, and guest rooms with special requests & inform housekeeping of room
  • Check the Credit card Authorization Binder for any company or individual forms for guests that will be arriving today
  • Lobby Clean Up: Ensure that the lobby is swept and mopped after breakfast is over. Make sure all dishes are washed and cleaned for next day. Carpet areas in the lobby should be vacuumed daily as well
  • Open Folios: (Alt C+B, select “Advanced”, only check “Open Folio”) must be settled or noted for next shift/supervisor
  • Call Back Log:  Ensure that we are placing a call to guest’s room 10 minutes after check-in specifically asking if the “Cleanliness in the room is to their liking”  and “Is everything is in working order?” Update the call back log located on desktop. If any issues arise, offer to fix it immediately. If issue cannot be resolved, then offer to switch rooms.
  • Packages: Ensure that all packages and mail are logged for the day. Update “ Guest Package Log”  located on. Ensure that we are calling the guest to let them know items have arrived. 
  • Departures: At Noon ensure all rooms are checked out
  • Sanitation:  Ensure Bar, Counters, Carts, and Desk & Lobby area are wiped down and sanitized thoroughly
  • Gallery Beverage Case: Ensure Beverage Case is stocked and clean.
  • Shift Pass on Log:  Ensure that notes are updated and saved at the end of each shift. Be sure to populate all fields on the template and leave the names of all hosts who worked. Please leave any excess comments out of the log, only place anything in that is important.
  • Send end of shift to staff with important pass on information
  • Check in and out guests efficiently.
  • Process customer payments and post applicable charges.
  • Inform customers of credit holds and conduct customer surveys.
  • Interact with guests regarding their stay, resolving questions, requests, and problems promptly and courteously.
  • Maintain the company’s professional reputation by providing superior customer service.
  • Perform any other tasks/duties as assigned by the manager/ supervisor.
  • Onboarding of new FD staff
  • Training and accountable for all FD systems
  • Hyatt Plan “A” WHO rate setting daily
  • Respond to all 3rd party reviews
  • Executing all direct billing PMS accounts
  • Daily review of resumes and ensure group routing is set up.
  • FD Lead represents as WHO champion for the hotel
  • Weekly scheduling/Enter weekly schedule into Hotel Effectiveness
  • Review payroll daily and edit, make changes
  • Ensure 3rd party reservation billing including airport distressed are processed correctly.
  • Ensure all staff are current with Hyatt Trainings (need to be compliant)
  • Ensure guest chats through Medallia are being answered with 4 minutes throughout the day/ Ensure all guest requests are answered daily on all 3rd party sites.
  • Responsible for WHO enrollments
  • Ensure rate codes match rate on each reservation
  • Review Hyatt Consumer Affairs issues daily and respond accordingly
  • Night audit training and coverage when needed.
  • Responsible for housekeeping assistance when needed including laundry
  • Responsible for Hyatt 12-point inspections (3 rooms daily)
  • Set aside and coordinate with engineering on PM rooms
  • Communicate all guest issues to departments and ensure follow-up from guest reports, 3rd party reviews and Hyatt Heat Map.
  • Use of Hotel Effectiveness reporting to trach hotel labor, overtime and productivity.
  • Will interview all open positions being applied for at the property.
  • Weekly ordering of Breakfast Items for Hyatt comp breakfast.
  Qualifications

• Education/Experience:

• Associate's degree or equivalent from a two-year college or technical school; or six months to one year of related experience/training ; or equivalent combination of education and experience.
• Previous hotel front desk experience required.

• Skills and Qualities:

• Strong leadership, communication, and customer service skills.
• Attention to detail and organizational ability.
• Proficiency in computer skills and accounting knowledge.
• Ability to work in a fast-paced environment and handle stressful situations.
• Comfortable speaking to guests and conducting meetings.

• Working Conditions:

• Required to work nights, weekends, and holidays.
• Must be on call when away from work.

Benefits:

• Employee assistance program
• Employee hotel room discount
• Paid training
• Professional development assistance

WHY YOU’LL LOVE WORKING WITH US:

• Unleash Your Creativity: We’re all about innovation and fresh ideas. Let your imagination run wild!
• Be Authentically You: Join a team that values diversity and lets you bring your whole self to work every day.
• Level Up Your Career: Our fast-paced environment is perfect for those who want to advance quickly and seize new opportunities.
• Feed Your Curiosity: With endless learning and development options, you can always stay one step ahead.
• Prioritize Your Well-being: Start day one with fantastic benefits because your health and happiness matter to us.

 

If you’re still with us, there’s only one thing left to do: Apply now and become part of something amazing!

 

Diversity, Equity, Inclusion & Equal Employment Opportunity at Atira Hotels:
Atira is dedicated to creating a workplace that is inclusive, diverse, and fair for everyone. We provide equal employment opportunities to all, regardless of characteristics such as race, color, genetic information, creed, national origin, religion, sex, sexual orientation, gender identity, immigration status, ancestry, age, marital status, veteran status, or disability. Our hiring decisions are based on the needs of the business and the merits of each applicant, including their qualifications,