Manager on Duty

Manager on Duty

Trump International Hotel & Tower Chicago

Chicago, IL | Full-Time | Salaried

Salary Range: $75,000–$80,000 Annually

Position Overview

Trump International Hotel & Tower Chicago is seeking an experienced and service-driven Manager on Duty to lead daily Front Office operations while ensuring exceptional guest experiences and consistent Forbes Five-Star service standards.

This leadership role is responsible for overseeing Front Office operations, team development, scheduling, forecasting, inventory, financial reporting, cost controls, and overall guest satisfaction. The ideal candidate is a hands-on hospitality leader with strong operational experience, exceptional problem-solving skills, and a passion for creating memorable luxury guest experiences.

Key Responsibilities

• Provide leadership, guidance, and direction to Front Office team members while fostering a positive and collaborative team environment.

• Lead daily pre-shift meetings, training sessions, and service shops to reinforce Forbes Five-Star service standards.

• Interview, train, supervise, counsel, schedule, and evaluate Front Office team members.

• Assign and communicate daily responsibilities to Front Desk, Guest Services, Reservations, and related team members.

• Monitor team performance, provide ongoing coaching, and identify opportunities for improvement.

• Oversee Front Office systems, supply inventory, scheduling, forecasting, and departmental budget considerations.

• Compile and prepare operational and financial reports, including rate and availability calendars.

• Support profitability by maintaining effective cost controls, productivity standards, and key performance indicators.

• Ensure compliance with Trump Hotels standards and consistently deliver exceptional guest relations.

• Manage Front Desk operations during high-volume periods, stressful situations, and emergencies.

• Resolve guest concerns using discretion, sound judgment, patience, and diplomacy.

• Welcome guests warmly while actively listening to and understanding requests, concerns, and individual needs.

• Handle guest relocations when required.

• Prepare daily forecasts of expected arrivals and departures.

• Participate in the Lobby Greeter and Manager on Duty programs, including weekend coverage when assigned.

• Expedite guest requests and collaborate with hotel departments to ensure timely resolution.

• Attend leadership meetings on behalf of the Director of Front Office as needed and communicate pertinent information to the team.

• Perform additional duties as assigned by the Director of Front Office and Director of Rooms.

Leadership Responsibilities

This position provides direct leadership and supervision to:

• Front Desk Agents

• PBX Operators

In the absence of the functional department head, this position may also provide leadership and operational support to:

• Concierges

• Bellpersons

• Doorpersons

• Guest Services Agents

Qualifications

Education

• High school diploma or equivalent required.

• Four-year college degree in Hospitality, Hotel Management, Business, or a related field required.

Experience

• Minimum of two years of combined supervisory or management experience within Rooms Division operations.

• Luxury hotel or Forbes-rated hospitality experience is strongly preferred.

Knowledge, Skills & Abilities

• Strong knowledge of Front Office and luxury hotel operations.

• Excellent leadership, organizational, and supervisory skills.

• Strong mathematical comprehension with the ability to understand and interpret operational and financial data.

• Excellent written and verbal communication skills.

• Ability to interact effectively with guests and team members, including situations requiring patience, tact, diplomacy, and conflict resolution.

• Exceptional interpersonal skills with a commitment to overall guest satisfaction.

• Ability to remain composed and make sound decisions under pressure and during high-volume periods.

• Strong problem-solving skills and the ability to exercise independent judgment.

• Proven ability to control costs, improve productivity, manage key performance indicators, and support strong team engagement.

• Ability to effectively coach, motivate, and develop Front Office team members.

• Additional language abilities are strongly preferred.

Licenses & Certifications

• CPR certification and/or First Aid training preferred.

Additional Information

At Trump International Hotel & Tower Chicago, teamwork extends beyond departmental responsibilities. Associates are expected to provide lateral service whenever needed to support hotel operations and deliver exceptional guest experiences. Flexibility, collaboration, and a guest-first mindset are essential to success in this role.

Physical Requirements

This position requires the ability to walk and stand for extended periods, frequently crouch, bend, stoop, lift and carry up to 20 pounds, and regularly reach, grasp, and move throughout the hotel. Strong verbal communication, hearing, and visual abilities are required to effectively perform Front Office responsibilities.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Grooming Standards

All associates are expected to maintain a neat, clean, and professional appearance in accordance with hotel grooming standards. Specific uniform guidelines and required attire will be reviewed during orientation.

Benefits

Trump International Hotel & Tower Chicago offers a comprehensive range of employment benefits for eligible full-time associates, subject to applicable eligibility, enrollment, and benefit plan requirements. Additional information regarding available benefits can be found on the hotel's Career Center.

E-Verify

Trump International Hotel & Tower Chicago participates in the federal E-Verify program. Employment eligibility is verified only after a candidate has accepted a job offer and completed the Form I-9. E-Verify is not used to pre-screen applicants or candidates who have not received a job offer.