Front Office Manager

The Drake Oak Brook, Autograph Collection; Oak Brook (IL); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Insurance enrollment from DAY 1

Paid time off from DAY 1

Holiday pay from DAY 1

401(k) enrollment after 30 days

Hotel and travel discounts

Professional development and promotion

Job summary

The Drake Oak Brook, Autograph Collection in Oak Brook, IL is seeking a Front Office Manager to lead the hotel’s front desk and guest services team, ensuring exceptional guest satisfaction and brand-aligned service. You will oversee staffing, training, and communications across departments to consistently meet guest expectations.

The ideal candidate has 2+ years of hospitality customer service experience, 1+ year in Front Office leadership, and holds a High School diploma.

Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• Minimum of 1-year Front Office leadership role in Hospitality.
• High School diploma or equivalency education certificate required.

Responsibilities

• Welcome arriving guests and manage arrival/check-in experience with accurate information.
• Engage in purposeful communication and build rapport with guests to uncover needs.
• Effectively engage with guests via phone or electronic channels to ensure satisfaction.
• Promote loyalty programs and offer rate packages/upgrades when appropriate.
• Coordinate with hotel departments to meet guest expectations and resolve issues.
• Listen to guests, solicit feedback, and act on concerns to improve service.
• Maintain professionalism aligned with hotel brand and company standards.
• Know hotel emergency procedures and assist guests in emergencies.
• Use the hotel communication log to inform associates and supervisors of pertinent information.
• Monitor house bank balance and log transactions where applicable.

Skills

Customer service

Front Office leadership

Communication skills

Education

High School diploma

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 Front Office Manager leads the hotel’s front desk and guest services team. Front Office Manager must be strong problem-solvers with an unwavering focus on guest satisfaction throughout the hospitality experience. As the team leader, 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 Front Office Manager include attracting and retaining top talent on the guest services team, resolving guest challenges, modeling and executing hotel brand service standards, exceeding guest expectations, 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.

Success factors…

Experience & Education:

• 2+ years of customer service experience, preferably in Hospitality or related industry
• Minimum of 1-year Front Office leadership role in Hospitality
• High School diploma or equivalency education certificate required

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