Front Desk Manager

Royal Sonesta Downtown Chicago, IL•Berwyn, IL

7d•$60,000 - $67,000•Onsite

About The Position

The Front Desk Manager is responsible for overseeing front office operations to ensure exceptional guest service and efficient day-to-day performance at a full-service hotel. This role leads, trains, and develops the front office team while maintaining high service standards and operational efficiency. Responsibilities include recruiting, interviewing, and making hiring decisions; onboarding and training employees; creating schedules; and providing ongoing coaching and development. A strong emphasis is placed on training and development to ensure team members are knowledgeable, confident, and equipped to deliver a consistent and elevated guest experience. The Front Desk Manager is also responsible for performance management, including addressing performance concerns, administering disciplinary action when appropriate, and ensuring compliance with hotel policies and procedures. This position serves as a key point of contact for guest relations, handling escalated guest concerns and working collaboratively with other departments to deliver a seamless guest experience. The Front Desk Manager is also expected to maintain a visible leadership presence throughout the hotel and regularly cover Manager on Duty (MOD) shifts to support hotel operations and guest needs across all departments.

Requirements

Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
Track record of delivering exceptional guest or client experience.
Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
Appropriate professional appearance and demeanor.
Ability to read and comprehend simple instructions, short correspondence and memos.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to stand and walk for extended periods throughout the shift.
Ability to move throughout all areas of the hotel, including guest floors, lobby, back office, and operational areas.
Ability to occasionally lift, carry, push, or pull up to 25 pounds.
Ability to bend, stoop, kneel, reach, and climb stairs as needed.
Ability to use a computer, telephone, and other office equipment for extended periods.
Ability to work in a fast-paced environment and respond quickly to operational and guest needs.
Ability to maintain a professional presence and interact with guests and team members throughout the shift.
Ability to work flexible schedules, including evenings, weekends, holidays, and Manager on Duty (MOD) shifts.
Ability to handle stressful situations with professionalism and composure.
Must possess sufficient verbal and written communication skills to effectively interact with guests, employees, and management.

Nice To Haves

Knowledge of Opera and internet software preferred.

Responsibilities

Provide outstanding guest service and maintain a professional, friendly, and service-oriented demeanor.
Respond promptly and professionally to guest inquiries, concerns, and service recovery situations.
Utilize selling techniques to maximize room occupancy, upsell opportunities, and hotel revenue.
Lead onboarding, training, and ongoing development for front office employees, including creating structured training plans, developing departmental processes and standard operating procedures.
Manage employee performance, including coaching, counseling, corrective action, and discipline as appropriate.
Supervise front office team members to ensure efficient and smooth daily operations.
Recruit, interview, and participate in hiring decisions for front office team members.
Ensure accurate processing of guest accounts, billing, hotel charges, and invoices.
Coordinate and communicate with group contacts and travel agents regarding special requests and guest arrangements.
Support sales and marketing initiatives as directed by hotel leadership.
Build and maintain strong working relationships with all hotel departments to ensure seamless operations and guest satisfaction.
Oversee cash handling procedures in accordance with hotel standards.
Ensure compliance with guest check-in procedures, security protocols, and brand standards.
Serve as Manager on Duty (MOD) during assigned morning and evening shifts, acting independently to oversee hotel operations in the absence of senior leadership.
Act as the Travel Pass Champion and ensure compliance with applicable procedures and standards.
Communicate daily operational updates, expectations, and service priorities to the front office team.
Oversee and coordinate VIP arrivals and special guest requests.
Maintain a visible presence in the lobby and act as a Lobby Ambassador to enhance the guest experience.
Track, monitor, and follow up on in-house guest challenges and service concerns to ensure timely resolution.
Resolve guest-related issues professionally and effectively to maintain guest satisfaction.
Liaise with other hotel departments to ensure seamless service delivery and operational efficiency.
Assist with post-stay guest follow-up and service recovery efforts.
Perform other duties and responsibilities as assigned by hotel leadership.