Front Desk Manager

Chicago Marriott Northwest•Hoffman Estates, IL

35d•Onsite

About The Position

The Ghoman Group is seeking an experienced and customer-focused Front Desk Manager to lead the Front Office team at Marriott Chicago Northwest. The Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring exceptional guest service, managing front office staff, and maintaining efficient hotel operations. The ideal candidate is a strong leader with excellent communication skills, a passion for hospitality, and the ability to create memorable guest experiences while maintaining Marriott service standards.

Requirements

High school diploma or equivalent required
Minimum 2 years of Front Desk supervisory or Front Desk Manager experience in a hotel environment.
Strong knowledge of hotel front office operations and guest service procedures.
Experience using hotel Property Management Systems (PMS), such as Opera Cloud, Opera PMS, or similar.
Strong leadership and team management skills.
Excellent verbal and written communication skills.
Ability to work in a fast-paced hospitality environment.

Nice To Haves

Associate's or Bachelor's degree in Hospitality Management or a related field is preferred.
Previous experience with Marriott or other major hotel brands is preferred.
Marriott brand experience preferred.
Experience with revenue management and room inventory control.
Knowledge of guest loyalty programs.
CPR/First Aid certification is a plus.

Responsibilities

Oversee the daily operations of the Front Desk and Front Office Department.
Supervise, train, coach, and evaluate Front Desk Agents and Guest Service Associates.
Ensure efficient guest check-in and check-out procedures.
Handle guest concerns, complaints, and special requests professionally and promptly.
Maintain high levels of guest satisfaction and service quality.
Create staff schedules and ensure adequate coverage for all shifts.
Monitor employee performance and provide ongoing coaching and development.
Ensure compliance with hotel policies, procedures, and brand standards.
Coordinate with Housekeeping, Engineering, Food & Beverage, and Sales departments to ensure seamless guest experiences.
Monitor room availability, room assignments, and occupancy levels.
Assist with revenue optimization by maximizing room inventory and upselling opportunities.
Review daily reports, cash reconciliation, credit card transactions, and billing accuracy.
Maintain accurate guest records and front office documentation.
Ensure compliance with safety, security, and emergency procedures.
Support management with operational goals and special projects.