Front Desk Manager

Chicago Marriott Northwest; Hoffman Estates (IL); On-site; USD 45,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

PTO

Holidays

401(k)

Job summary

The Ghoman Group is seeking an experienced Front Desk Manager to lead the Front Office team at Marriott Chicago Northwest. The role oversees daily front desk operations, ensures guest service standards, and manages front desk staff to maintain smooth hotel operations.

Ideal candidates have strong leadership, excellent communication, and a hospitality mindset. Marriott experience and PMS familiarity (Opera Cloud/PMS) are preferred; full-time, on-site, with a salary range of $45,000 to $75,000 and

Qualifications

• High school diploma or equivalent required.
• 2+ years front desk supervisory or manager experience in a hotel.
• Strong knowledge of front office operations and guest service procedures.
• Experience with Marriott or major hotel brands preferred.
• Experience using PMS such as Opera Cloud/PMS or similar.

Responsibilities

• Oversee daily Front Desk and Front Office operations.
• Supervise, train, coach, and evaluate Front Desk staff.
• Ensure smooth check-in/check-out procedures.
• Handle guest concerns and special requests professionally.
• Maintain high guest satisfaction and service quality.
• Create staff schedules and ensure shift coverage.
• Monitor performance and provide coaching and development.
• Coordinate with Housekeeping, Engineering, F&B, and Sales.
• Monitor room availability and occupancy levels.
• Assist revenue optimization and upselling opportunities.
• Review daily reports and billing accuracy.
• Maintain accurate guest records and front office docs.

Skills

Leadership

Guest Service

Communication

Front Office Ops

Education

High school diploma or equivalent

Associate's or Bachelor's in Hospitality Management

Tools

Opera Cloud

Opera PMS

PMS software

Job description

Front Desk Manager

Company: The Ghoman Group
Job Title: Front Desk Manager
Employment Type: Full-Time, Permanent
Work Arrangement: On-Site
Location: Marriott Chicago Northwest
Address: 4800 Hoffman Blvd, Hoffman Estates, IL 60192
Salary: $45,000 – $75,000 per year

About the Role

The Ghoman Group is seeking an experienced and customer-focused Front Desk Manager to lead the Front Office team at Marriott Chicago Northwest. The Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring exceptional guest service, managing front office staff, and maintaining efficient hotel operations.

The ideal candidate is a strong leader with excellent communication skills, a passion for hospitality, and the ability to create memorable guest experiences while maintaining Marriott service standards.

Key Responsibilities

• Oversee the daily operations of the Front Desk and Front Office Department.

• Supervise, train, coach, and evaluate Front Desk Agents and Guest Service Associates.

• Ensure efficient guest check-in and check-out procedures.

• Handle guest concerns, complaints, and special requests professionally and promptly.

• Maintain high levels of guest satisfaction and service quality.

• Create staff schedules and ensure adequate coverage for all shifts.

• Monitor employee performance and provide ongoing coaching and development.

• Ensure compliance with hotel policies, procedures, and brand standards.

• Coordinate with Housekeeping, Engineering, Food & Beverage, and Sales departments to ensure seamless guest experiences.

• Monitor room availability, room assignments, and occupancy levels.

• Assist with revenue optimization by maximizing room inventory and upselling opportunities.

• Review daily reports, cash reconciliation, credit card transactions, and billing accuracy.

• Maintain accurate guest records and front office documentation.

• Ensure compliance with safety, security, and emergency procedures.

• Support management with operational goals and special projects.

Required Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree in Hospitality Management or a related field is preferred.

• Minimum 2 years of Front Desk supervisory or Front Desk Manager experience in a hotel environment.

• Strong knowledge of hotel front office operations and guest service procedures.

• Previous experience with Marriott or other major hotel brands is preferred.

• Experience using hotel Property Management Systems (PMS), such as Opera Cloud, Opera PMS, or similar.

• Strong leadership and team management skills.

• Excellent verbal and written communication skills.

• Ability to work in a fast-paced hospitality environment.

Preferred Qualifications

• Marriott brand experience preferred.

• Experience with revenue management and room inventory control.

• Knowledge of guest loyalty programs.

• CPR/First Aid certification is a plus.

Skills

• Leadership and Team Management

• Guest Relations

• Conflict Resolution

• Customer Service Excellence

• Front Office Operations

• Hotel Property Management Systems (PMS)

• Cash Handling and Night Audit Support

• Scheduling and Staff Development

• Problem Solving

• Microsoft Office Suite

Work Schedule

• Full-Time

• On-Site Position

• Flexible schedule including mornings, evenings, weekends, and holidays as required by hotel operations.

Compensation & Benefits

• Competitive annual salary: $45,000 – $75,000

• Performance-based bonus opportunities

• Health, Dental, and Vision Insurance

• Paid Time Off (PTO)

• Paid Holidays

• 401(k) Retirement Plan

• Professional Development and Training

• Career Advancement Opportunities within The Ghoman Group

Only qualified candidates with hotel front office leadership experience will be considered.