Front Office Manager

Trump International Hotel & Tower Chicago Chicago, IL | Full-Time | Exempt Position Overview Trump International Hotel & Tower Chicago is seeking an experienced and service-driven Front Office Manager to oversee daily Front Office operations and ensure an exceptional guest experience. Reporting to the Director of Front Office, the Front Office Manager provides leadership and guidance to the Front Office team while ensuring consistent Forbes Five-Star service standards. This position is responsible for supporting profitability, controlling costs, maintaining quality standards, overseeing front office systems and inventory, scheduling, forecasting, and contributing to departmental financial performance. The ideal candidate is a dynamic hospitality leader with strong operational experience, exceptional problem-solving skills, and the ability to lead a team in a fast-paced luxury hotel environment. 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, conduct ongoing training and service shops, and provide coaching and discipline when appropriate. Communicate effectively, both verbally and in writing, to provide clear direction to staff. Assign and instruct Front Desk, Guest Services, Reservations, and related team members in the details of their work. Observe team performance, provide constructive feedback, and encourage continuous improvement. Ensure compliance with Trump Hotels standards and consistent delivery of exceptional guest service. Manage Front Office operations during periods of high occupancy, stress, and emergency situations. Resolve guest concerns using discretion, sound judgment, tact, and diplomacy. Greet guests with a warm and sincere welcome while actively listening to and understanding requests, concerns, and situations. Oversee front office systems, supply inventory, scheduling, forecasting, and departmental budget considerations to maximize revenue and control costs. Compile and prepare operational and financial reports, including rate and availability calendars. Interview, train, supervise, counsel, schedule, and evaluate Front Office staff. Maintain a strong focus on cost control, productivity, key performance indicators, and team engagement. Additional Responsibilities Handle guest relocations as required. Prepare daily forecasts of expected arrivals and departures. Participate in the Lobby Greeter and Manager on Duty programs, which may require weekend coverage, monitoring hotel operations, and troubleshooting concerns throughout the property. Expedite guest requests to ensure timely and effective resolution. Attend leadership meetings on behalf of the Director of Front Office 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 directly supervises: Front Desk Agents In the absence of the functional department head, this position may also provide oversight to: 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. Licenses & Certifications CPR certification and/or First Aid training preferred. Knowledge, Skills, & Abilities Excellent mathematical comprehension with the ability to understand and interpret operational and financial data. Strong written and verbal communication skills. Excellent organizational, leadership, and supervisory abilities. Ability to effectively manage interactions with internal and external guests, including situations requiring patience, tact, diplomacy, and conflict resolution. Exceptional interpersonal skills with a commitment to overall guest satisfaction. Ability to remain composed and effective under pressure and during busy operational periods. Proven ability to control costs, improve productivity, manage key performance indicators, and support strong team engagement. Strong problem-solving and decision-making skills. Additional language abilities are strongly preferred. Physical Requirements This position requires the ability to: Walk and stand for extended periods of time. Frequently crouch, bend, stoop, lift, and carry up to 20 pounds. Occasionally push and pull. Regularly twist, reach, and grasp. Communicate effectively through speaking and hearing. Maintain the near and far vision necessary to perform job responsibilities. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Safety Requirements Personal Protective Equipment (PPE) may be required when performing duties that have the potential to pose a health or safety risk. The hotel will provide required PPE and training regarding its proper use and care. Employees are responsible for reporting defective, damaged, lost, or improperly fitting equipment to their manager. At Trump International Hotel & Tower Chicago, we offer a range of employment benefits for this full-time position, subject to applicable eligibility, enrollment, and benefit plan requirements. Additional information regarding available benefits can be found on the Hotel's Career Center webpage. #J-18808-Ljbffr