Front Office Lead: Guest Experience & Operations

theWit Hotel, a dynamic destination within the Hilton Brand, stands at the intersection of sophistication, creativity, and exceptional hospitality in the heart of downtown Chicago. We are seeking an engaging and polished Guest Service Agent who embodies refined service and genuine warmth to join our distinguished front office team.About the positionThe Front Office Supervisor at theWit plays a crucial role in ensuring the smooth operation of the hotel’s front office during peak times and unexpected increases in volume. This position involves monitoring hotel business levels and directing associates to areas that require temporary assistance, ensuring that all departments are running efficiently and maintaining a high level of service. The supervisor is responsible for regularly walking the lobby area to inspect for cleanliness, security concerns, maintenance issues, and noise issues, addressing any problems that arise promptly. In addition to overseeing the front desk operations, the supervisor will plan, assign, and direct the work of associates, checking in with each department to discuss the evening's activities. This includes coordinating with the Front Desk regarding occupancy, late check-outs, arrivals, VIPs, and special needs, as well as managing the Bell, Concierge, Housekeeping, and Engineering departments to ensure all operations are seamless. The supervisor must ensure that associates are performing their job duties effectively and that established policies and procedures are being followed. The role also requires the supervisor to write a Manager on Duty (MOD) report at the end of each shift, respond to emergency situations, and ensure compliance with accounting policies and standards related to cashiering. The supervisor may also be required to cover night audit shifts when necessary and must exemplify the company's Simplified Code of Conduct and all other regulations established by management and the Employee Handbook. This position demands a strong focus on guest needs, maintaining a calm and courteous demeanor at all times, and the ability to communicate effectively with management and staff. The supervisor must be available to work weekends, holidays, and overnight shifts as needed, reflecting the dynamic nature of the hospitality industry.ResponsibilitiesMonitor hotel business levels and direct associates to areas needing temporary assistance during peak times or unexpected increases in volume.Regularly walk the lobby area and inspect for cleanliness, security concerns, maintenance issues, and noise issues, addressing such issues as they arise.Plan, assign, and direct work of associates in various departments.Check in with each department to discuss the evening's activities, including Front Desk, Bell, Concierge, Housekeeping, and Engineering.Ensure associates are performing their job duties in their assigned areas unless otherwise requested by management.Ensure established policies and procedures are being followed and departments are running efficiently.Write a Manager on Duty (MOD) report at the end of each shift.Respond to emergency situations and work with local authorities as needed.Monitor and ensure compliance with cashiering procedures according to accounting policies and standards.Exemplify the company's Simplified Code of Conduct and all other regulations established by management.Open availability is required, including the ability to work mornings, evenings, weekends, and holidays based on business needs.RequirementsAt least 2 years of Front Desk supervisory experience in a luxury or high-end property.Ability to communicate effectively with management and staff.Strong interpersonal and problem-solving abilities.Ability to focus attention on guest needs, remaining calm and courteous at all times.Ability to stand and move throughout the front office and continuously perform essential job functions.Maintain a neat, clean, and well-groomed appearance according to company policy.Understanding of various payment options, check cashing procedures, and a working knowledge of various outlets charging procedures.Nice-to-havesExperience in a luxury hotel environment.Knowledge of hotel management software and systems.Compensation and Benefits$26.00 per hourWe offer a comprehensive benefits package designed to support the health, well-being, and financial security of our employees. Our offerings include:Medical Plans: Choice of three plans to meet your healthcare needs.Dental Plans: Two options for dental coverage.Vision Insurance: Coverage for routine eye care and eyewear.Paid Time Off (PTO): To support work-life balance.Accident/Hospital Indemnity/Critical Illness plans (new for 2026).401(k) Retirement Plan: Plan for your future with employer contributions.Flexible Spending Account (FSA): Pre-tax savings for healthcare and dependent care expenses.Life and AD&D Insurance: Employer-provided coverage with additional voluntary options.Short-Term Disability (STD): Employer-provided coverage to support you during temporary disability.Voluntary Long-Term Disability (LTD): Additional protection for extended disability.Commuter Benefits: Save on transit and parking expenses.Pet Insurance: Options to support your furry family members.Hilton travel discounts and employee room rates worldwideCareer growth and training opportunitiesAccess to wellness programs and employee appreciation eventsPlease note that eligibility for certain benefits may vary depending on your employment status. Detailed information, including plan summaries and enrollment instructions, will be provided during onboarding or upon request. This summary complies with applicable state laws and is subject to change based on legislative updates or company policies.E-Verify Participation:theWit Hotel participates in the U.S. Department of Homeland Security E-Verify program to confirm the employment eligibility of all newly hired employees.Equal Employment Opportunity:theWit Hotel and ROOF on theWit are proud to be Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, #J-18808-Ljbffr