Front Office Manager

Hiltons at McCormick Place; Chicago (IL); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Insurance from day 1

Paid time off from day 1

Holiday pay from day 1

401(k) enrollment after 30 days

Discounts on travel and accommodations

Professional development and promotion

Job summary

First Hospitality in Chicago is seeking an Overnight Front Office Manager to lead the overnight front desk and operational team, focusing on guest satisfaction and brand standards. You will ensure staffing, coach team members, resolve guest challenges, and coordinate with other departments to deliver a seamless hospitality experience.

The role emphasizes strong problem-solving, excellent communication, and adherence to hotel policies to maintain guest loyalty and smooth night operations.

Qualifications

• 1+ year of Front Desk experience.
• High School diploma or equivalent required.
• Knowledge of PEP preferred but not mandatory.

Responsibilities

• Welcome guests and manage check-in process per brand standards.
• Communicate with guests to understand needs and resolve issues.
• Coordinate with hotel departments to fulfill guest requests.
• Maintain accuracy in logbooks and transactions.

Skills

Front desk experience

Customer service

Team leadership

Communication

Education

High School diploma

Tools

PEP knowledge

Job description

What's in it for you…

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• 401(k) enrollment after 30 days!
• 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.

Success factors…

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.

Equal Opportunity Employer.

Source: Hospitality Online