Front Office Manager

BENCHMARK; Chicago (IL); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with employer match

Paid time off

Employee discounts across properties

Job summary

Pyramid Global Hospitality is hiring a Front Desk Manager for The Wade - Lakeshore in Chicago, IL. The role supervises the front desk and guest services team to ensure seamless check-in/check-out, accurate room assignments, and top-notch guest communications.

The position emphasizes service standards, staff coaching, budgeting support, and cross-department coordination in a fast-paced hotel setting within our premier portfolio.

Qualifications

• High school diploma or equivalent.
• 2-3 years of front desk, guest service, or hospitality experience.
• Previous supervisory or leadership experience.
• Proficiency with property management systems, reservation systems, and Microsoft Office.

Responsibilities

• Lead and manage front desk operations to ensure a welcoming and professional guest experience.
• Oversee guest check-in, check-out, room assignments, and service requests.
• Respond promptly to guest inquiries, concerns, and escalated issues.
• Ensure compliance with service standards, policies, and procedures.
• Monitor guest satisfaction and implement improvements to enhance the guest experience.

Skills

Customer Service

Conflict Resolution

Leadership

Communication

Time Management

Education

High School Diploma or equivalent

Bachelor's degree in Hospitality Management or related field

Tools

Property Management Systems

Reservation Systems

Microsoft Office

Job description

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.About our property:Welcome to The Wade - Lakeshore, a premier property in the Pyramid Global Hospitality portfolio. Situated in the heart of Chicago, Illinois, our hotel features 520 guest rooms and an impressive 20,386 sq ft of meeting space, offering a dynamic and sophisticated environment for both guests and employees. At Whe Wade, we pride ourselves on delivering exceptional service and creating unforgettable experiences. As a member of our team, you’ll work in a vibrant and supportive setting, surrounded by the stunning views and lively energy of Chicago. We offer diverse positions across various departments, including guest services, food and beverage, housekeeping, spa and wellness, sales and marketing, and more. Joining our team means becoming part of a close-knit community that values teamwork, professionalism, and a passion for excellence. We provide comprehensive training programs to ensure our employees have the skills and knowledge needed to excel in their roles. If you are a dedicated and enthusiastic individual with a passion for hospitality, we invite you to explore the exciting career opportunities available at The Wade. Take the first step towards a rewarding career by applying today. At Pyramid Global Hospitality, we are committed to caring for our team members by offering a comprehensive benefits package for full-time employees. Our benefits include medical insurance with employer contribution and vision, dental, life, pet, and accident insurance options. We also provide a 401(k) program with an employer match and immediate full vesting. In addition, employees enjoy paid time off and exclusive discounts across our portfolio of hotels. Join our team and experience the support, flexibility, and benefits that help you thrive both professionally and personally.What you will have an opportunity to do:Front Desk ManagerJob SummaryThe Front Desk Manager oversees the daily operations of the front desk and guest services team, ensuring exceptional customer service, efficient check-in and check-out processes, and seamless communication across departments. This position is responsible for supervising front desk staff, resolving guest concerns, maintaining service standards, and supporting operational and financial goals.Key ResponsibilitiesGuest Service & OperationsLead and manage front desk operations to ensure a welcoming and professional guest experience.Oversee guest check-in, check-out, room assignments, and service requests.Respond promptly and effectively to guest inquiries, concerns, and escalated issues.Ensure compliance with company service standards, policies, and procedures.Monitor guest satisfaction and implement improvements to enhance the guest experience.Team LeadershipRecruit, train, coach, and develop front desk associates.Create employee schedules and manage staffing levels to meet business needs.Conduct performance evaluations and provide ongoing feedback.Foster a positive, collaborative, and service-oriented work environment.Address employee relations concerns in partnership with Human Resources.Financial & Administrative ManagementMonitor cash handling procedures, billing accuracy, and daily transaction reconciliation.Assist in managing departmental budgets and controlling labor costs.Prepare and review operational reports, occupancy data, and performance metrics.Ensure accurate recordkeeping and compliance with company and regulatory requirements.Communication & CoordinationCollaborate with housekeeping, maintenance, security, sales, and other departments to ensure smooth operations.Communicate important guest and operational information during shift transitions.Participate in management meetings and contribute to operational planning and decision-making.QualificationsRequiredHigh school diploma or equivalent.Minimum 2-3 years of front desk, guest service, or hospitality experience.Previous supervisory or leadership experience.Strong customer service and conflict-resolution skills.Proficiency with property management systems, reservation systems, and Microsoft Office applications.Excellent verbal and written communication skills.PreferredBachelor's degree in Hospitality Management, Business Administration, or a related field.Experience in hotel, resort, healthcare, or corporate reception environments.Knowledge of revenue management and operational reporting.CompetenciesLeadership and team developmentCustomer service excellenceProblem-solving and decision-makingOrganizational and time-management skillsFinancial acumenAttention to detailProfessionalism and adaptabilityPhysical RequirementsAbility to stand and walk for extended periods.Ability to lift up to 25 pounds occasionally.Ability to work evenings, weekends, holidays, and flexible schedules as needed.Work EnvironmentThis position operates in a fast-paced customer-facing environment and requires frequent interaction with guests, employees, and management. The Front Desk Manager must maintain a professional appearance and demonstrate a commitment to delivering exceptional service.What are we looking for?Compensation:$70,000-$75,000Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.