Front Office Director & Guest Experience Leader

Hei Hotels Inc.; United States; Remote; USD 90,000 - 95,000; Full time

Benefits offered by this job

Medical and Dental programs through A

Vision insurance

Vacation, Sick and Holiday programs

Pet insurance

Life insurance and disability

401(k) Savings Plan with matching

Hotel room discounts

Job summary

HEI Hotels and Resorts is seeking a Front Office Manager for Hotel Chicago Downtown, Autograph Collection. You will lead Front Office and Guest Services, ensuring VIP handling, staff development, and top-tier guest experiences at this downtown Chicago property.

The role emphasizes training, payroll oversight, and continuous improvement of service standards within a dynamic hotel environment. A strong focus on customer satisfaction and operational efficiency is required.

Qualifications

• Minimum of three years of front office management experience required.
• Minimum of two-year department head level experience required.
• Ability to deal effectively with team members and customers with tact and diplomacy.
• Excellent interpersonal skills to provide overall guest satisfaction.
• Excellent mathematical comprehension to understand and interpret numbers in hotel operations.
• Ability to input information using a moderately complex computer system.
• Ability to read, write, speak and understand English to communicate with guests and team members.
• Ability to work under pressure during busy periods.
• Effective verbal and written communication skills.
• Ability to adapt communication style to different audiences.

Responsibilities

• Direct and supervise Front Office and Guest Services staff.
• Oversee guest and VIP arrivals/departures and adjust staffing as needed.
• Ensure training programs for Front Office and Guest Services are compliant.
• Resolve customer complaints and ensure guest satisfaction.
• Manage payroll, schedules, and reports within payroll budget.
• Support Finance with credit-related issues.
• Plan and implement training modules for customer service excellence.
• Ensure adherence to Guest Service Delivery Standards.

Skills

Front office management

Department head experience

Interpersonal skills

Communication skills

Team leadership

Patience & diplomacy

Numerical literacy

Job description

HEI Hotels and Resorts is seeking a Front Office Manager for Hotel Chicago Downtown, Autograph Collection. You will lead Front Office and Guest Services, ensuring VIP handling, staff development, and top-tier guest experiences at this downtown Chicago property.

The role emphasizes training, payroll oversight, and continuous improvement of service standards within a dynamic hotel environment. A strong focus on customer satisfaction and operational efficiency is required.