Job Description
Join our award-winning luxury hotel in the heart of Chicago's vibrant downtown! We're seeking an experienced Front Desk Manager to lead our guest experience team. This is a pivotal role where you'll oversee daily operations, mentor staff, and ensure exceptional service delivery to our discerning international clientele. Our hotel features 350+ rooms, multiple dining venues, and premium amenities. Enjoy competitive compensation, comprehensive benefits, and career growth opportunities within our global hospitality brand.
Responsibilities
- Manage all front desk operations including check-in/out, VIP guest handling, and reservation management
- Lead, train, and motivate a team of 8+ front desk agents
- Resolve complex guest issues with professionalism and discretion
- Optimize room inventory and maximize revenue through strategic upselling
- Collaborate with housekeeping, concierge, and F&B departments
- Maintain accurate guest profiles and loyalty program data
- Implement brand standards and service excellence protocols
Qualifications
- 5+ years in luxury hotel front desk operations with 2+ years management experience
- Proven track record of delivering exceptional guest service metrics
- Advanced proficiency in Opera PMS and hotel management systems
- Strong leadership and team development skills
- Excellent problem-solving and conflict resolution abilities
- Fluent English with additional language skills preferred
- Valid Illinois Food Handler's ServSafe certification