Front Office Lead: Guest Experience & VIP Service

Hilton; Chicago (IL); On-site; USD 87,000 - 92,000; Full time

Benefits offered by this job

Complimentary Meals in the team member

Complimentary access to the hotel athl

discounted parking

Job summary

Hilton Chicago, located on South Michigan Avenue in the Windy City, seeks an Assistant Director of Front Office to join our leadership team. Lead the front office, elevate guest experiences, and foster a warm, welcoming atmosphere for every guest.

You will help direct Front Office operations, improve service standards, and support revenue initiatives while upholding Hilton's hospitality excellence. This role offers a pathway to influence hotel-wide guest satisfaction and team engagement.

Qualifications

• Passion for spreading hospitality with integrity and leadership.
• Inspiring others through leadership and teamwork.
• Ownership, accountability, urgency, and disciplined execution.

Responsibilities

• Support front office operations: direct all Front Office operations, including guest service, registration, room inventory, cost control, and policy compliance, while supporting system efficiency and coordination.
• Ensure high service standards: monitor guest service delivery, respond to satisfaction trends, and implement improvements that enhance the guest experience.
• Support revenue initiatives: assist in implementing hotel marketing campaigns and up-selling strategies to increase room occupancy and revenue.
• Implement corporate marketing initiatives: support the integration and execution of corporate marketing programs within Front Office operations.
• Use data to guide decisions: run and review daily performance reports to identify trends and inform operational decisions.
• Oversee VIP experience: manage the VIP process, including reviewing reservations, fulfilling amenity orders, updating guest details, and monitoring requests.
• Cultivate a high-performing team: drive engagement and retention through performance management and recognition programs.

Job description

Hilton Chicago, located on South Michigan Avenue in the Windy City, seeks an Assistant Director of Front Office to join our leadership team. Lead the front office, elevate guest experiences, and foster a warm, welcoming atmosphere for every guest.

You will help direct Front Office operations, improve service standards, and support revenue initiatives while upholding Hilton's hospitality excellence. This role offers a pathway to influence hotel-wide guest satisfaction and team engagement.