Front Office Manager

Hotel Leveque; Chicago (IL); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Insurance from day 1

Paid time off from day 1

Holiday pay from day 1

Hotel discounts

Travel discounts

Professional development

Promotion opportunities

Job summary

First Hospitality seeks an Overnight Front Office Manager to lead the overnight front desk and operations team at our Chicago properties. You will ensure guest satisfaction, manage staffing, train staff, and uphold brand standards.

You’ll resolve guest issues, communicate across departments, and maintain professional service during night shifts. The role requires strong problem-solving and excellent communication.

Qualifications

• 1+ year of Front Desk experience.
• Excellent communication skills, both written and verbal.
• Must be able to stand for long periods and work nights.

Responsibilities

• Welcome guests and complete arrival/check-in with accuracy.
• Engage with guests to uncover needs and expectations.
• Communicate with guests via phone or electronic channels per brand standards.
• Promote loyalty programs and upgrade opportunities when appropriate.
• Coordinate with hotel departments to meet guest needs and resolve issues.
• Maintain professionalism and be familiar with emergency procedures.
• Log pertinent information using the hotel communication log.

Skills

Guest service

Communication

Staff leadership

Education

High School diploma

Job description

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

About this job...

The Overnight Front Office Manager leads the overnight hotel's front desk and operational team. Overnight Front Office Manager must be strong problem-solvers with an unwavering focus on guest satisfaction throughout the hospitality experience. As the team leader, Overnight Front Office Manager must ensure adequate staffing, promote hotel brand standards, train and coach team members, and model expected behavior. The primary responsibilities of a Overnight Front Office Manager include resolving guest challenges, modeling and executing hotel brand service standards, exceeding guest expectations, overseeing overnight hotel's operation and maintaining excellent communication with guests, team members, supervisors, and other hotel department teams.

What you’ll be doing...

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• If applicable, maintain balance and security of house bank and accurately log all transactions.
• Delivery of accurate reporting and other assigned tasks.

Experience & Education:

• 1+ years of Front Desk experience
• High School diploma or equivalency education certificate required
• Knowledge of PEP is preferable, but not mandatory

Communication:

• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace
• Physical:
• 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
• Lift, lower, and maneuver up to 30 pounds occasionally

About First Hospitality...

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness.

Nestled near the shore of Lake Michigan and in the heart of Chicago’s South Loop, our unique space boasts three popular Hilton brands with 466 total guest rooms for your convenience. Lounge in our elegantly designed lobby, relax by the indoor pool, or take the elevator up to our rooftop restaurant for a premium 360-degree view of the city. Discover comfort, productivity, and direct access to Chicago’s McCormick Place Convention Center and surrounding attractions. With three great hotels to choose from, you can find the perfect stay to suit your needs at the Hiltons at McCormick Place.

We are connected to McCormick Place Convention Center and Wintrust Arena via sky-bridge. Soldier Field is within a mile and the nearby train brings guests to Millennium Park and downtown attractions. Guests can enjoy a view of Chicago and Lake Michigan at our VU Skyward rooftop bar.

Hampton Inn Chicago McCormick Place

We are connected to McCormick Place and located across from Wintrust Arena. The Art Institute of Chicago, Millennium Park, and the Field Museum are under 10 minutes’ drive from our door. Within walking distance, Soldier Field and Michigan Avenue are under a mile away. Our hotel has a fitness center and indoor pool. WiFi and daily hot breakfast are on us.

Home2 Suites by Hilton Chicago McCormick Place

The best of South Loop is on our doorstep: We’re next to Wintrust Arena, with a skybridge to the McCormick Place convention center and easy access to Chicago’s top attractions. Your stay includes an in-suite kitchen, free WiFi, and free daily breakfast. While you’re here, admire sweeping views of Lake Michigan from the 22nd floor rooftop bar, or t