Front Desk Manager (OEM)

Horseshoe Bay Resort • Itasca, IL

2d • Onsite

About The Position

Crescent Hotels & Resorts is hiring a guest-focused Front Desk Manager for the Westin Chicago Northwest in Itasca. The role oversees daily Front Desk, Driver/Bell, and guest services operations; leads and develops associates; and supports guest satisfaction, revenue, and operational efficiency. The position is classified as an Overtime Eligible Manager (OEM), non-exempt, and is paid hourly. It requires 45 work hours per week: 40 regular hours and five required overtime hours. The schedule primarily focuses on PM shifts and includes weekends and holidays, based on hotel business needs. Additional overtime may be required. The manager must clock in and out for each shift, accurately record all hours worked, follow meal-period and timekeeping procedures, review timecards, and follow overtime authorization procedures while reporting all hours worked. Overtime beyond 40 hours in a workweek is paid at 1.5 times the regular hourly rate. The regular rate is $26.32 per hour, and the overtime rate is $39.48 per hour. Estimated annual earnings are approximately $65,000, based on 45 paid hours per week for 52 weeks; additional overtime may increase earnings. Crescent describes its workplace as supportive and collaborative and highlights opportunities for professional growth, health and wellness programs, learning and development, and travel discounts.

Requirements

• At least two years of hotel Front Office or hotel management experience.
• Strong leadership, communication, and guest service skills.
• Experience with hotel Property Management Systems (PMS).
• Excellent organizational and multitasking abilities.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and make decisions in a fast-paced environment.
• Flexible availability, including evenings, weekends, and holidays.
• Ability to work the scheduled 45-hour workweek, including required overtime, and primarily PM shifts.

Nice To Haves

• Previous supervisory or management experience.
• Marriott brand experience.

Responsibilities

• Oversee daily Front Desk, Driver/Bell, and guest services operations.
• Lead, train, coach, and support Front Desk associates to ensure excellent guest service.
• Assist with hiring, scheduling, performance evaluations, and associate development.
• Respond to guest requests, concerns, and complaints professionally and promptly.
• Monitor guest satisfaction scores and implement improvements based on feedback.
• Ensure compliance with Marriott brand standards, hotel policies, and Crescent Hotels & Resorts procedures.
• Supervise daily Front Desk operations to maximize efficiency, service quality, and revenue opportunities.
• Handle guest escalations and make appropriate decisions to resolve issues.
• Coordinate with Housekeeping, Reservations, and other departments to support smooth hotel operations.
• Support group arrivals, departures, and special guest accommodations.
• Maintain accurate Front Desk records, reports, and operational documentation.
• Assist with staffing coverage and scheduling based on business needs.
• Remain calm and professional during emergencies and high-volume periods.
• Perform other duties as assigned.
• Work a scheduled 45-hour workweek, including five hours of overtime.
• Clock in and out for every shift using the hotel's timekeeping system; accurately record hours worked, including overtime.
• Follow procedures for meal periods, timekeeping, and overtime authorization, and review timecards regularly for accurate payroll processing.

Benefits

• Highly competitive wages.
• Exceptional benefits plan for eligible associates and their family members.
• 401(k) matching program for eligible associates.
• Discounts at Crescent-managed properties across North America for associates and their family members.
• Employee meals while on duty.
• Health and wellness programs.
• Learning and development opportunities.
• Travel discounts.
• Great work culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed