Front Desk Leader: Elevate Guest Experience & Lead Team

Embassy Suites by Hilton Chicago Downtown River North; Chicago (IL); On-site; USD 63,000 - 69,000; Full time

Benefits offered by this job

Team member discounts

Health benefits

401(k)

Job summary

Embassy Suites by Hilton Chicago Downtown River North is seeking a Front Desk Manager to lead the Front Office team and deliver warm, efficient, and personalized service. You will coach staff, partner with hotel leadership, and ensure smooth check-in/check-out while driving guest satisfaction.

You will oversee daily operations, manage guest accounts, and coordinate with Housekeeping, F&B, and other departments to create seamless experiences.

Qualifications

• 2+ years of Front Office Manager or equivalent leadership experience.
• Experience with Hilton or another major hotel brand preferred.
• College degree or coursework in Hospitality, Hotel Management, Business, or related field preferred.
• Strong knowledge of hotel operations and Front Office procedures.
• Experience with hotel technology and property management systems; familiarity with Hilton OnQ and/or Opera preferred.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint).
• Fluency in English; Spanish a plus.

Responsibilities

• Lead, coach, mentor, and develop Front Office team members to deliver exceptional service.
• Oversee daily front desk operations and ensure efficient check-in/check-out experiences.
• Serve as a visible leader, setting the standard for outstanding guest service.
• Monitor guest satisfaction and proactively resolve guest concerns and requests.
• Ensure accurate handling of guest accounts, room assignments, payments, reservations, and Front Office transactions.
• Support night audit and ensure smooth shift communication.
• Coordinate with Housekeeping, Engineering, F&B, Sales, and other departments for seamless guest experiences.
• Assist with scheduling, staffing, training, and performance management.
• Provide ongoing coaching and feedback to help team members reach their potential.
• Maintain knowledge of hotel policies, brand standards, and guest service expectations.

Skills

Leadership

Communication

Hospitality knowledge

Multitasking

Time management

English fluency

Problem solving

Team building

Flexibility

Education

Hospitality degree

Tools

Opera PMS

Hilton OnQ

Microsoft Office

HotSOS

Job description

Embassy Suites by Hilton Chicago Downtown River North is seeking a Front Desk Manager to lead the Front Office team and deliver warm, efficient, and personalized service. You will coach staff, partner with hotel leadership, and ensure smooth check-in/check-out while driving guest satisfaction.

You will oversee daily operations, manage guest accounts, and coordinate with Housekeeping, F&B, and other departments to create seamless experiences.