Guest Experience & Front Office Manager

First Hospitality, Inc.; Oak Brook (IL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Insurance enrollment available DAY 1

Paid time off DAY 1

Holiday pay DAY 1

401(k) enrollment after 30 days

Hotel and travel discounts

Professional development and promotion

Job summary

First Hospitality, Inc. is seeking a Guest Service/Front Office Manager to lead the hotel’s front desk and guest services team.

You will ensure staffing, promote brand standards, train and coach team members, and model expected behavior to attract and retain top talent while resolving guest challenges and maintaining communication across departments. The role focuses on exceptional guest experiences, leadership of the guest services team, and adherence to hotel brand service standards with

Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• Excellent verbal and written communication skills.
• Must be able to speak, read, and write in primary language used in the workplace.

Responsibilities

• 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.

Skills

Customer service experience

Verbal communication

Written communication

Leadership

Education

High School diploma or equivalent

Job description

First Hospitality, Inc. is seeking a Guest Service/Front Office Manager to lead the hotel’s front desk and guest services team.

You will ensure staffing, promote brand standards, train and coach team members, and model expected behavior to attract and retain top talent while resolving guest challenges and maintaining communication across departments. The role focuses on exceptional guest experiences, leadership of the guest services team, and adherence to hotel brand service standards with