Front Desk Manager

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

About Us

OurTEAM culture motivates and encourages each individual member to achieve “MORE” every day and grow their career with a company that values their contributions. We believe hospitality is about creating memorable experiences—not only for our guests, but for our team members as well.

Our hope is that each day you will discover new reasons to love what you do!

T.E.A.M. = Together Everyone Achieves More

About the Role

Are you a passionate and energetic hospitality leader who takes pride in creating exceptional guest experiences? Are you an ambitious hospitality professional who enjoys developing people, solving problems, and leading a team in a fast-paced hotel environment?

If so, we invite you to consider this exciting opportunity atEmbassy Suites Chicago.

AsFront Desk Manager, you will play a key leadership role within our Front Office team, ensuring that every guest receives warm, efficient, and personalized service throughout their stay. You will lead by example, develop and coach team members, and work closely with hotel leadership and other departments to create an exceptional guest experience.

This is an ideal opportunity for a hospitality professional who is ready to take the next step in their career and make a meaningful impact on both guest and team member satisfaction.

TEAM Benefits

• Bonus eligible
• 401(k)
• Health, dental, vision, life, and voluntary insurance
• Paid time off
• Team member and travel discounts
• Career advancement opportunities
• Full-time positions are benefits eligible, including time off, travel discounts, medical coverage, and additional insurance options

Travel Discounts

With multiple hotel brands and thousands of destinations around the world, our TEAM members are eligible for special travel discounts and, in some cases, food and beverage discounts. Whether you're looking to get away, visit family, or explore somewhere new, your career in hospitality can help you see the world!

Responsibilities

As Front Desk Manager, you will oversee and support the daily operations of the hotel's Front Office, including the front desk, reservations, guest services, and audit functions.

Key responsibilities include:

• Lead, coach, mentor, and develop Front Office team members to consistently deliver exceptional service.
• Oversee daily front desk operations and ensure efficient check-in and check-out experiences.
• Serve as a visible and engaged leader, working alongside the Front Office team and setting the standard for outstanding guest service.
• Monitor guest satisfaction and proactively resolve guest concerns, requests, and service recovery opportunities.
• Ensure accurate handling of guest accounts, room assignments, payments, reservations, and other Front Office transactions.
• Support the night audit process and ensure accurate communication and follow-through between shifts.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, Sales, and other hotel departments to ensure seamless guest experiences.
• Assist with scheduling, staffing, training, and performance management of Front Office team members.
• Conduct ongoing coaching and provide constructive feedback to help team members reach their full potential.
• Maintain knowledge of hotel policies, procedures, brand standards, and guest service expectations.
• Support Hilton and Embassy Suites brand standards and ensure compliance with operational procedures.
• Monitor occupancy, arrivals, departures, VIPs, groups, and other daily operational needs.
• Assist with managing high-volume periods, special events, group arrivals, and other hotel activity.
• Promote a positive, collaborative TEAM environment throughout the hotel.
• Effectively communicate important information across shifts and departments.
• Respond professionally and efficiently to unexpected situations and guest needs.
• Perform quality work within established deadlines, both independently and as part of the TEAM.

What We're Looking For

• 2+ years of Front Office Manager, Assistant Front Office Manager, or comparable hotel leadership experience, preferably in a branded or full-service hotel environment.
• Previous experience with Hilton or another major hotel brand strongly preferred.
• College degree or coursework in Hospitality, Hotel Management, Business, or a 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 is preferred.
• Proficiency with Microsoft Office, including Word, Excel, and PowerPoint.
• Familiarity with guest communication and hotel operations platforms such as HotSOS, GXP, BOB, Kipsu, Slack, or similar systems is a plus.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and team-building abilities.
• High energy, positive attitude, and a genuine passion for hospitality.
• Exceptional interpersonal and customer service skills.
• Strong problem-solving and decision-making abilities.
• Ability to remain calm, professional, and solutions-oriented in a fast-paced environment.
• Highly organized with the ability to prioritize and multitask effectively.
• Ability to work independently while also contributing as a strong TEAM member.
• Fluency in English required; additional language skills are a plus. Spanish language skills are especially beneficial.
• Must be flexible and available to work varied shifts, including nights, weekends, and holidays, based on hotel operational needs.

Compensation

$66,000 annually

This position may also be eligible for applicable bonus opportunities and TEAM member benefits.

Equal Employment Opportunity

In compliance with federal law, all persons hired will be required to verify their identity and eligibility to work in the United States and to complete the required employment eligibility verification form (Form I-9) upon hire.

Source: Hospitality Online