Front Office Manager - The Ritz-Carlton

Sage Restaurant Group; Chicago (IL); On-site; USD 55,000 - 70,000; Full time

Job summary

The Ritz-Carlton, Chicago is seeking a Front Desk Manager to lead the Front Office, ensuring guests receive exceptional personalized service at all times. You will supervise the Front Desk team, support arrivals and departures, respond to guest requests and concerns, and ensure the hotel runs smoothly through the night.

As a leader, you will resolve challenges, uphold hotel standards, anticipate guests’ needs, and build lasting Ritz-Carlton relationships by delivering a welcoming, safe and

Responsibilities

• Greets and completes check-in procedures for arriving guests, ensuring satisfaction and rooms as requested.
• Handles guest check-out and close of accounts with accurate charges and records.
• Manages front desk cash handling and banking per policy.
• Answers inquiries and takes reservations using rates and suggestive selling.
• Maintains guest relations with timely, knowledgeable responses in person and by phone.
• Operates PBX for incoming/outgoing calls and wake-up services.
• Ensures accurate charges and hotel records through cash handling practices.
• Maintains friendly, cheerful demeanor at all times.
• Performs other duties as assigned by management.
• Assists and provides recommendations to the Assistant General Manager on evaluations and discipline as appropriate.
• Coordinates guest service with group arrivals/departures and transportation to maximize guest experience.
• Fosters relations with valet, taxi services, and Airport Connection for quality service.
• Provides information and recommendations on area restaurants, theaters and events.
• Greets guests and assists with check-in.

Job description

Why us?

Iconic architecture, a thriving culinary scene, beautifully landscaped public spaces and an array of museums are just part of what draws visitors to the Windy City. At The Ritz-Carlton, Chicago, a luxury hotel set atop Water Tower Place in the historic Gold Coast, guests will have every chance to explore the city, from shopping along Michigan Avenue to viewing famous works at the Art Institute. Yet with our hotel’s spa, rooftop lounge, locally inspired restaurant, indoor lap pool and spacious accommodations overlooking the city, guests may not want to leave the premises.

The Ladies & Gentlemen at the Front Desk are always responsive to the expressed and unexpressed wishes and needs of our guests. As a Front Desk Manager, you will lead the operation of the Front Office, ensuring our guests receive the same exceptional level of personalized service at every hour of the day. You will oversee the Front Desk team, support arrivals and departures, respond to guest requests and concerns, and ensure the hotel operates smoothly and efficiently throughout the night. You will serve as a leader and point of contact for both guests and Ladies & Gentlemen, anticipating needs, resolving challenges and ensuring that hotel standards are consistently upheld. Through your leadership, presence and attention to detail, you will create a safe, welcoming and seamless experience for our guests while building strong relationships and creating Ritz-Carlton guests for life.

Recognized as “the gold standard” of hospitality, The Ritz-Carlton selects only the most passionate and skilled hospitality professionals. As one of our Ladies and Gentlemen, you will reflect the values that make us the world’s finest luxury brand. Here, in a diverse environment where individual aspirations are fulfilled and quality of life is enhanced, you will be inspired to lead by example, develop and empower your fellow employees, and bring special moments to life for our guests and each other. Through your commitment to excellence, sound judgment and dedication to service, you will help ensure that The Ritz-Carlton experience remains exceptional around the clock.

Job Overview

Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

Responsibilities

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.

• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.

• Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

• Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.

• Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.

• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake‑up to provide guests with timely and efficient service.

• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.

• Maintain a friendly, cheerful and courteous demeanor at all times.

• Perform other duties as assigned, requested or deemed necessary by management.

• Assist and make recommendations to the Assistant General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.

• Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.

• Coordinate and supervise the activities and foster good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service.

• Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.

• Greet guests, offer assistance with check‑