Front Office Manager

Front Office Manager

With 424 guest rooms and nearly 25,000 square feet of event space including a Grand Ballroom that can host up to 800 guests, Chicago Marriott Naperville is a flagship hotel in Naperville, IL, voted one of America's coolest suburbs. Discover a prestigious hotel providing incomparable service while providing a fun and collaborative work environment. This is a fantastic opportunity to work alongside of and learn from a seasoned team while growing your career.

The Front Desk Manager is responsible for overseeing all front desk operations, ensuring an exceptional guest experience, and maintaining the highest level of service and efficiency. This role manages the front desk team, develops training programs, and collaborates with other hotel departments to meet operational and financial goals. The Front Desk Manager also plays a key role in handling escalated guest concerns, driving service standards, and ensuring compliance with brand and hotel policies.

Essential duties and responsibilities include:

• Manage and oversee daily front desk operations, ensuring smooth check-in, check-out, and reservation processes.
• Lead, train, coach, and develop front desk agents, night auditors, and supervisors.
• Monitor staffing levels, create schedules, and ensure proper coverage for all shifts.
• Maintain strong guest service standards, resolving escalated concerns in a professional and timely manner.
• Ensure accuracy of financial transactions, billing, and cash handling at the front desk.
• Collaborate with housekeeping, maintenance, and other departments to ensure seamless guest experiences.
• Analyze daily reports, occupancy, and performance metrics; present findings to leadership.
• Develop and implement procedures to improve efficiency and guest satisfaction.
• Ensure compliance with hotel brand standards, safety regulations, and company policies.
• Assist with hiring, performance evaluations, and disciplinary actions as needed.
• Represent the hotel in a professional manner at all times.
• Have a true understanding of all hotel operations including hours, pricing, Marriott Bonvoy, and local information in order to speak to our guests with the utmost knowledge.

Requirements include:

• A degree in Hospitality Management or similar is desirable.
• 4 years + hotel front desk experience required.
• Requires advanced knowledge of the principles and practices of the hospitality industry.
• Must be able to verbally communicate clearly with guests and fellow employees.
• Must be able to calculate amounts and apply basic addition, subtraction, multiplication, and division.
• Must be able to analyze routine data to make appropriate judgements regarding the process of guests checking in and out of the hotel.
• Must be able to stand for extended periods of time.

Hours:

Due to the business demands of the hospitality industry, and the fact that the hotel provides guest services 24 hours a day, 7 days a week, 365 days a year- any employee may be required to work rotating shifts, including weekends, night shifts, and/or overtime. Also, depending on business demands, hours may be reduced at any time.