Front Office Manager

Endeavor Hotels; Chicago (IL); On-site; USD 55,000 - 90,000; Full time

Job summary

Endeavor Hotels is seeking an experienced Front Office Manager to lead the front desk team and ensure exceptional guest service. You will manage daily operations, staffing, and guest relations while coordinating with Sales, Housekeeping, and other departments to maximize satisfaction and profitability.

The role requires strong leadership, familiarity with Front Desk/Reservations systems, and a commitment to high standard of guest experience in a hotel environment.

Qualifications

• Bachelor’s degree or 1–2 years related experience.
• Experience with Front Desk and Reservations systems preferred.
• Strong communication and leadership abilities.

Responsibilities

• Oversee all front office operations and guest relations.
• Hire, train, schedule, and evaluate front office staff.
• Resolve guest issues promptly to maintain satisfaction.
• Coordinate with other departments to ensure smooth operations.
• Prepare reports on performance, review trends, and yield opportunities.

Skills

Front Office Management

Staff Supervision

Customer Service

CRM Tools

Microsoft Office

Communication Skills

English Proficiency

Education

Bachelor’s degree or equivalent experience

Tools

Front Desk/Reservations systems

Job description

Job Title: Front Office ManagerDepartment: Front OfficeReports To: Director of Sales, General ManagerSUMMARY:Coordinates all Front Office activities of the property and resolves problem while maintainingthe highest levels of associate and guest satisfaction while maximizing efficiency andprofitability. Accommodates guests of the hotel while displaying the highest standards of quality guest service.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:Respond professionally to guest reviews in a timely manner, addressing both positive and negative feedback.Develop strategies to increase the volume of positive guest reviews, including post-stay follow-up campaigns and on-site encouragement.Work closely with front office and guest relations teams to ensure memorable guest experiences that drive 5-star feedback.Analyze review trends and ratings, creating monthly reports to track reputation growth and identify areas for improvement.Conduct staff training on service excellence and its impact on guest satisfaction and reviews.Identify and resolve service issues before they impact online reputation.Stay updated on competitor rankings and identify tactics used by top-rated hotels.Greets, registers, and assigns rooms to guests.Transmits and receives telephone messages when necessary.Directs all operations of the front office; hires, interviews, trains, schedules and manages allfront office employees.Assigns duties and shifts to workers and observes performances to ensure adherence to hotelpolicies and established operating procedures.Prepares, authorized, and verifies all departmental time clocks, lunch breaks, requests off.Confers and cooperates with other department heads to ensure coordination of activities.Answers inquiries pertaining to hotel policies and services.Ensures guest satisfaction by responding to and resolving guest complaints.Participates in weekly yield meeting offers ideas to enhance sales efforts.Assists in the completion of all required paperwork, ensuring that the reports are completed accurately and in a timely manner.Assists sales department with inputting rooming lists, set up routing, computes bills collects payment, and make changes.Ensures that all required reports are completed and submitted in a timely manner.Ensures all proper payments are stored correctly, such as company credit cards as provided by DOS.Interfaces with all departments to troubleshoot any problems.Fills in at various front office positions when staffing needs dictate. Especially due to requests off, calls off, holidays etc.Ensure all billing, cashiering, and reporting tasks are completed accurately and in accordance with hotel policy.Ensure there are no missing payments from guests.Check the adjustments and refunds made by others.Maintains regular contact with the Housekeeping Department to ensure proper room status.Green engage and inventory are completed on a monthly bases on a timely manner.Ensures that staff is always in adherence to uniform/grooming standards.Performs other duties as assigned by management.Ensures to have gift shop properly stocked and place orders if necessary.SUPERVISORY RESPONSIBLIITIES:Manages up to three subordinate supervisors who supervise a total of twenty employees in theFront Desk Department, PBX, Reservations and Bell staff. Responsible for the overalldirection, coordination and evaluation of this unit. Carries our supervisory responsibilities inaccordance with the organization’s policies and applicable laws. Responsibilities includeinterviewing, hiring and training employees; planning, assigning, and directing work; appraisingperformance; rewarding and disciplining employees; addressing complaints and resolvingproblems.QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential dutysatisfactorily. The requirements listed below are representative of the knowledge, skill,and/or ability required:Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedures manuals. Ability to write routine reports and correspondence.Knowledge of other languages is a plus.Ability to read, write and understand English language.Ability to work with mathematical concepts such as probability and trigonometry. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.Reliable transportation is required.Open availability is required: AM shift 7AM-3PM, Mid Shift, PM Shift 3PM-11PM, NA shift 11PM-7AM, weekends and holidays.Must maintain a professional business appearance at all times in accordance with the hotel’sgrooming and uniform standards. Strong understanding of the importance of professional demeanor and attire in guest-facing roles and digital representation.Proficiency in Microsoft Office Suite, CRM platforms, and online review management tools (e.g., TripAdvisor, Expedia, Booking etc.).Exceptional verbal and written communication skills with the ability to represent the hotel brand in a polished, courteous, and articulate manner. Capable of engaging with guests, stakeholders, and online audiences with professionalism and diplomacy.Demonstrates clear, respectful, and concise communication with team members across all departments, ensuring alignment on guest service priorities and brand standards.Uses appropriate business language, tone, and etiquette in all forms of internal communication—verbal, written, and digital.EDUCATION AND/OR EXPERIENCE:Bachelor’s degree (B.A.) from a four-year college or university; or one to two years’ relatedexperience and/or training; or equivalent combination of education and experience. In-depthknowledge of Front Desk and Reservations systems and procedures.TRAINING NEEDS:Training in providing quality guest service, telephone etiquette skills, management skillstraining, training in sales, forecasting, and budgeting.PHYSICAL DEMANDS:The physical demands described here are to representative of those that must be met by anemployee to successfully perform the essential functions of this job. Reasonableaccommodations may be made to enable individuals with disabilities to perform the essentialfunctions.While performing the duties of this job, the employee is regularly required to sit; use hands tofinger, handle, or feel; and talk or hear. The employee is frequently required to stand. Theemployee is occasionally required to walk; reach with hands and arms; climb or balance; andstoop, kneel or crouch. The employee must frequently lift and/or move up to 10 pounds andoccasionally lift and/or move up to 50 pounds. Specific vision abilities required by this jobinclude ability to adjust focus.WORK ENVIORNMENTReasonable accommodations may be made to enable individuals with disabilities to perform theessential functions.I have read and understand the job description as stated above and accept that any of thetasks may be modified or changed. I can perform the essential function of this job as listedabove with or without reasonable accommodation.NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.__________________________________________________________ _________________________Employee Name Please Print Date________________________________________Employee Signature