Director of Front Office

Omni Hotels & Resorts; Chicago (IL); On-site; USD 60,000 - 80,000; Full time

Job summary

Omni Chicago Hotel in Chicago, IL seeks a Front Office Manager to lead the Front Desk and Guest Services. Collaborate with the Director of Rooms and leadership to drive operational efficiency and a high level of guest satisfaction.

The role emphasizes training, supervision, and cross-department communication to maintain seamless service, reporting, and staffing. The ideal candidate has strong hospitality experience and a customer-focused mindset.

Qualifications

• 3+ years in a hotel Front Desk managerial role.
• Strong interpersonal and guest relation skills.
• Ability to lead and train a diverse team.
• Proficiency with hotel computer systems and reporting.

Responsibilities

• Oversee Front Desk and Guest Services operations to maximize efficiency.
• Ensure all registration cards and reports are completed accurately.
• Provide ongoing training and ensure consistency of programs.
• Communicate with all departments daily, especially Front Office Managers.
• Handle guest complaints professionally and resolve issues.
• Maintain knowledge of the hotel computer system for training and troubleshooting.
• Complete rate discrepancy reports and adjust as needed.
• Block and assign VIPs, select guests, and special requests for next day arrivals.
• Oversee check-out balance reports and daily credit checks.
• Adhere to Front Office systems and controls and departmental responsibilities.
• Assist with scheduling and payroll productivity.

Skills

Customer service

Leadership

Communication

Organizational skills

Staff development

Education

Hospitality Management Degree or equivalent

Tools

Hotel management software

Job description

Omni Chicago Hotel

Experience Chicago's stunning architecture, lakefront beauty, and vibrant culture while building a career with purpose at Omni Chicago Hotel. There is something for everyone in Chi-Town; world class music, theater, dining, museums, sports, and shopping to name a few. Standing tall on the world-famous Mag Mile, our AAA Four Diamond all-suite hotel is just steps away from high end retail stores, world class dining, and many of the most popular tourist attractions in Chicago.

At Omni we are known for our quality and exceptional service that delivers \"The Most Magnificent Memories on the Mile.\" We only hire the best to ensure we continue our longstanding tradition. Omni Chicago's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, and the pride that comes from working for a company with a reputation for exceptional service.

What truly sets us apart is our team. We foster a culture that values learning, growth, and empowerment, offering opportunities for advancement and a workplace where everyone can thrive.

If you are a friendly, motivated person, with a passion to serve others, the Omni Chicago Hotel may be your perfect match.

Overview

To work closely with the Director of Rooms and Front Office Leadership team to oversee the Front Desk and Guest Services staff, ensuring maximum Front Office operating efficiency. Managing and problem solving associate and guest issues while remaining professional at all times.

Responsibilities

• Ensure registration cards are completed.


• Ensure all needed reports are run.


• Continued training done with all associates. Ensure all internal training programs are consistent.


• Communicate with all departments on continuing basis. Especially the communication with Front Office Managers each evening/morning.


• Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints.


• Be familiar with the hotel computer system for training, maintenance and trouble shooting


• Complete rate discrepancy report and make needed changes.


• Block/assign applicable arrivals for the following day; i.e. V.I.P.'s, Select Guests, ESP's, Special Requests, etc.


• Complete check-out with balance report.


• Complete credit check daily.


• Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.


• Assist with departmental scheduling and monitoring payroll productivity.


• Directly oversee all aspects of Front Office and Guest Services.


• Attend meetings as assigned by Director of Rooms.

Qualifications

• At least 3 years directly related experience (Hotel-Front Desk) in a managerial role.


• Must be able to work approximately 50 hours per week, flexible shifts, including weekends and holidays.


• Must have excellent organizational, supervisory, customer service skills.


• Must be able to work well under stressful situations and handle challenges in a professional manner.


• Must have a 4 diamond presentation.


• Hospitality Management Degree or similar preferred.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.