Director of Front Office - theWit

DREAMWEAVER HOTELS INC • Chicago, IL

3d • $70,000 - $73,000 • Onsite

About The Position

At theWit Hotel, the Director of Front Office plays a key role in shaping the guest experience from the very first welcome to the final farewell. This leader provides both strategic direction and hands-on guidance to all front-of-house operations, ensuring every arrival, stay, and departure feels seamless, personalized, and elevated. Overseeing the lobby environment along with Valet, Bell Services, Concierge, and Lobby Security, the Director sets the tone for a warm, engaging, and refined atmosphere that reflects our culture of thoughtful hospitality. As a visible lobby ambassador, this role leads by example - fostering genuine guest connections, anticipating needs, and ensuring every interaction feels intentional and memorable. In partnership with Operations, Housekeeping, Engineering, Sales, and Security, the Director of Front Office ensures a cohesive and effortless guest journey. At the same time, they champion service excellence, uphold brand standards, drive financial performance, and inspire a high-performing team that brings theWit experience to life every day.

Requirements

• A degree in Hospitality Management or a related field is preferred, reflecting a strong foundation in service excellence.
• At least 5 years of progressive Front Office leadership experience within a full-service or luxury hotel environment.
• Demonstrated success in leading multiple guest-facing departments and inspiring large, dynamic teams.
• Strong business acumen with hands-on experience in budgeting, forecasting, labor management, and driving financial performance.
• A natural leader with a passion for coaching, developing talent, and creating a collaborative, high-performing culture.
• Exceptional communication skills with the ability to thoughtfully resolve challenges and elevate the guest experience.
• Comfortable navigating hotel systems and technology, including ONQ, PEP, HotSOS and Kipsu to ensure seamless operations.
• Ability to work a flexible schedule including evenings, weekends, and holidays based on business needs.
• Regular and visible presence in the lobby and front-of-house areas is required.
• Fast-paced hospitality environment requiring adaptability and hands-on leadership.

Responsibilities

• Lead all front-of-house areas - including Valet, Bell Services, Concierge, and Lobby Security - to deliver a seamless, safe, and welcoming arrival and departure experience where every detail feels intentional and effortlessly luxurious.
• Uphold Hilton brand standards while bringing the elevated, lifestyle-driven Dreamweaver experience to life-balancing structure, creativity, and personalized service that feels genuine rather than scripted.
• Lead, coach, and mentor Front Office leaders and team members, cultivating a culture of accountability, engagement, continuous learning, and pride in the art of hospitality.
• Oversee all Front Desk operations, policies, procedures, and controls with exceptional attention to detail; train the audit team to thoughtfully assess and validate processes-not just complete tasks-ensuring accuracy, consistency, and compliance.
• Identify and resolve operational gaps and inefficiencies within Front Desk operations, ensuring clear ownership, timely follow-through, and continuous improvement before issues impact the guest experience.
• Manage and evaluate third-party partners, including valet services, ensuring performance, service quality, and contractual obligations align with the Wit’s standards and guest expectations.
• Lead hiring and onboarding efforts to attract individuals who embody the Wit’s warmth, professionalism, and creative spirit, ensuring new team members are fully prepared to contribute to both the operation and the culture.
• Monitor productivity, payroll, and financial performance including labor and expenses, with a focus on efficiency and smart resource management.
• Personally ensure VIP arrivals, returning guests, and special requests are thoughtfully prepared and executed with attention to detail.
• Take pride in the daily presentation of the lobby and arrival spaces, ensuring they are always clean, refined, and aligned with our signature ambiance.
• Serve as a visible and approachable lobby ambassador, especially during peak arrival and departure times, setting the tone for a warm and engaging guest experience.
• Approach guest concerns with urgency, empathy, and professionalism, turning challenges into opportunities to exceed expectations.
• Ensure the team is always prepared for Hilton audits, inspections, and brand evaluations.
• Drive improvement in KPIs including guest satisfaction scores, Stay Score, Hilton Honors enrollments, upsell revenue, and service recovery metrics using Stay Experience, Qualtrics and Review Pro.
• Stay connected to our guests by regularly reviewing surveys and feedback across platforms like Google, Yelp, TripAdvisor, and Expedia, and using their comments to keep improving the overall experience.
• Identify trends in guest satisfaction and collaborate with teams to implement meaningful improvements.
• Champion a collaborative, guest-first mindset that reflects professionalism and pride in service.
• Ensure smooth daily operations by coordinating closely with Housekeeping and other departments to manage arrivals, departures, and room readiness.
• Partner with Sales and Reservations to support overall revenue growth and operational success.
• Encourage revenue opportunities through thoughtful upselling and enhanced guest experiences.
• Monitor performance metrics and partner with leadership to support the hotel’s overall financial success.
• Foster clear and consistent communication and follow ups to keep operations aligned and running efficiently specially Housekeeping and Engineering department.
• Proactively identify opportunities to improve processes, enhance efficiency, and elevate the guest experience.
• Leverage hotel systems and tools to enhance operations, guest engagement, and reporting accuracy.
• Lead theWit experience as instructed by the hotel leaders.
• Collaborate with senior leadership and cross-departmental teams to support overall hotel objectives, guest satisfaction goals, and continuous improvement initiatives.
• Maintain responsibility for ensuring all critical Front Desk-related functions are completed accurately and on time, including tasks not explicitly listed but reasonably related to the role.
• Perform additional duties as assigned by executive management in support of operational and organizational needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Director