Front Office Manager

FULL-TIME FRONT OFFICE MANAGER JOB DESCRIPTION DEPARTMENT: Guest Services REPORTS TO: Director of Operations STATUS: Exempt JOB SUMMARY The Front Office Manager is responsible for overseeing all Front Office operations, ensuring exceptional guest experiences while leading the Front Desk team to achieve operational excellence. This position is responsible for the daily management of the Front Desk, Guest Services, and all guest arrival and departure experiences. The Front Office Manager will lead by example, coach and develop associates, drive guest satisfaction, maximize revenue opportunities, and ensure compliance with all company and brand standards. The ideal candidate is a hands-on leader who thrives in a fast-paced environment, has a passion for hospitality, and is committed to creating memorable guest experiences while fostering a positive and engaging team culture. QUALIFICATION STANDARDS Education & Experience: Bachelor's degree in Hospitality Management or related field preferred. Minimum of 2-3 years of progressive Front Office leadership experience required. Previous supervisory or management experience in a hotel environment required. Experience with Lightspeed required. Strong knowledge of hotel operations, guest service standards, and revenue management principles. Proven ability to coach, motivate, and develop associates. Excellent verbal and written communication skills. Strong organizational, leadership, and problem-solving abilities. Ability to work a flexible schedule including nights, weekends, holidays, and on-call responsibilities as business demands require. Physical requirements: Flexible schedule including evenings, weekends, and holidays. Ability to stand and walk for extended periods. Ability to occasionally lift up to 20 pounds. Ability to perform computer work for extended periods. Ability to respond quickly to guest and operational needs throughout the hotel. Mental requirements: Ability to make sound decisions in a fast-paced environment. Ability to prioritize multiple responsibilities simultaneously. Demonstrate professionalism and composure during stressful situations. Effectively resolve guest concerns while balancing operational needs. Analyze financial and operational reports to drive business decisions. Maintain confidentiality and professionalism when handling sensitive employee and guest matters. Ability to coach, counsel, and provide performance feedback to associates. DUTIES & FUNCTIONS Essential: Lead, coach, and develop the Front Office team to deliver exceptional guest experiences and achieve departmental goals. Hire, onboard, train, schedule, and evaluate Front Office associates while fostering a culture of accountability and engagement. Conduct daily shift briefings, departmental meetings, and ongoing coaching to ensure operational consistency. Complete performance evaluations, recognition, corrective action, and performance improvement plans as needed. Ensure exceptional guest service throughout every stage of the guest journey and resolve escalated guest concerns professionally. Maintain a visible presence in the lobby during peak arrival and departure periods to support guests and associates. Oversee all VIP arrivals, Marriott Bonvoy Elite recognition, group arrivals, and special guest requests. Monitor guest satisfaction scores, online reviews, and service metrics while implementing action plans to improve performance. Manage the daily operations of the Front Desk, including check-in, check-out, reservations, cash handling, and guest communications. Ensure compliance with all hotel policies, brand standards, and operational procedures. Partner with Housekeeping, Engineering, and other departments to optimize room readiness and guest satisfaction. Monitor room inventory and collaborate with Revenue Management to maximize occupancy, ADR, and overall hotel revenue. Ensure proper handling of billing, credit policies, cash deposits, audits, and financial controls. Maintain accurate departmental records, reports, and operational documentation. Assist with departmental budgeting, forecasting, payroll, scheduling, and labor management to achieve financial goals. Identify opportunities to increase room revenue, upsell hotel services and improve operational efficiencies. Ensure compliance with all safety, security, emergency, and risk management procedures. Serve as Manager on Duty (MOD) as assigned, providing leadership and operational support throughout the hotel. Foster strong communication and collaboration with Housekeeping, Engineering, Food & Beverage, Sales, and other hotel departments. Support hotel-wide initiatives, special projects, and continuous improvement efforts while promoting a positive and service-focused workplace culture. At Aloft Chicago Mag Mile, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome individuals from all backgrounds to join us in our mission to deliver innovative hospitality experiences and create memorable moments for our guests and team members. Source: Hospitality Online #J-18808-Ljbffr Aloft Chicago Mag Mile