Front Office Leader | Guest Services Director

HEI Hotels & Resorts; Chicago (IL); On-site; USD 90,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Vacation & Sick leave

401(k) with matching

Hotel room discounts

Job summary

HEI Hotels & Resorts at Hotel Chicago Downtown, Autograph Collection, seeks an experienced Front Office Manager to lead guest services and front desk operations.

You will supervise staff, coordinate with finance on payroll, and ensure training aligns with brand standards to deliver outstanding guest experiences.

This role requires strong communication, diplomacy, and the ability to work under pressure in a vibrant downtown setting.

Qualifications

• Minimum 3 years front office management experience.
• Minimum 2-year department head level experience.
• Ability to handle staff and guests with tact.
• Strong mathematical understanding for payroll and budgeting.
• Proficient with hotel property management systems.
• Excellent English written and spoken communication.
• Ability to stay professional under pressure.
• Effective cross-functional collaboration.

Responsibilities

• Direct front office and guest services operations.
• Provide leadership to front of house staff.
• Interview, train, supervise, evaluate staff.
• Oversee VIP arrivals and departures.
• Ensure training aligns with standards.
• Address guest complaints promptly.
• Monitor payroll, schedules, and reports.
• Prepare for Quality Assurance inspections.
• Participate in hotel meetings and departmental reviews.
• Maintain brand standards daily.

Skills

Front Office Mgmt

Dept Head Experience

Interpersonal Skills

Payroll & Numbers

Computer Skills

English Proficiency

Pressure Handling

Communication Skills

Adaptability

Job description

HEI Hotels & Resorts at Hotel Chicago Downtown, Autograph Collection, seeks an experienced Front Office Manager to lead guest services and front desk operations.

You will supervise staff, coordinate with finance on payroll, and ensure training aligns with brand standards to deliver outstanding guest experiences.

This role requires strong communication, diplomacy, and the ability to work under pressure in a vibrant downtown setting.