Assistant Director of Front Office

Marriott Chicago O'Hare; Chicago (IL); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

401(k).

401(k) matching.

Dental insurance.

Employee assistance program.

Employee discount.

Flexible schedule.

Flexible spending account.

Health insurance.

Health savings account.

Life insurance.

Paid time off.

Professional development assistance.

Referral program.

Retirement plan.

Vision insurance.

Job summary

Marriott Chicago O'Hare is seeking a full-time Assistant Director of Front Office to manage daily operations and uphold high guest-service standards. The role emphasizes problem solving, staff leadership, and continuous service improvement, with a focus on delivering exceptional hospitality.

The position requires strong communication and supervisory skills, a customer-first mindset, and the ability to coordinate with the Front Office team to meet organizational goals.

Qualifications

• Experience in hotel front office or supervisory roles.
• Strong customer service and conflict-resolution skills.
• Ability to lead a team and communicate clearly.

Responsibilities

• Supervises and manages employees in day-to-day operations.
• Handles complaints, resolves disputes, and negotiates with guests.
• Implements action plans to improve service performance.
• Sets clear Front Office goals and communicates them to staff.
• Leads by example with honesty, integrity and hospitality.
• Encourages teamwork and mutual respect among colleagues.
• Provides feedback and coaching to maintain high guest satisfaction.
• Ensures recognition and performance standards across shifts.
• Maintains open relationships with staff and guests to ensure service excellence.

Skills

Guest relations

Leadership

Communication

Job description

Job Description:

The Chicago Marriott O'Hare is looking for a full-time Assistant Director of Front Office to join our hotel team!

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Strives to improve service performance.
• Collaborates with the Director of Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on the quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.
• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Functions in place of the Director of Front Office in his/her absence.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• Participates in department meetings.

Job Type:

Full-time

Salary:

$50,000.00 - $60,000.00 per year

Benefits:

• 401(k).
• 401(k) matching.
• Dental insurance.
• Employee assistance program.
• Employee discount.
• Flexible schedule.
• Flexible spending account.
• Health insurance.
• Health savings account.
• Life insurance.
• Paid time off.
• Professional development assistance.
• Referral program.
• Retirement plan.
• Vision insurance.

Supplemental pay types:

Bonus opportunities

Experience:

• Hotel experience: 2 years (Required)
• Marriott (FSPMS): 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (When needed)

Work Location:

In person

The Marriott Chicago O'Hare is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.