Front Desk Manager

Four Seasons Hotels and Resorts • Chicago, IL

1d • Onsite

About The Position

Four Seasons is powered by its people, a collective of individuals committed to luxury with genuine heart. The company aims to create amazing experiences for guests, residents, and partners through a world-class employee experience and company culture, believing in recognizing familiar faces, welcoming new ones, and treating everyone with respect. The property, Four Seasons Hotel Chicago, is a vibrant hub of culture, style, and energy, featuring a newly transformed restaurant and luxury spa. It is ranked as one of Conde Nast Traveler Reader's Choice Top 50 Hotels in the World, offering 345 elegant guest rooms and suites, located steps away from the Magnificent Mile. The Adorn Restaurant and Bar offer globally inspired cuisine, craft cocktails, and a lively atmosphere. The Front Desk Manager directs and controls the activities of the Front Desk team, acting as the manager on duty when senior managers are unavailable. This role involves managing shifts at the Front Desk and responding to a wide variety of guest requests by accurately assessing needs, adding personal recommendations, and ensuring maximum customer satisfaction while adhering to Four Seasons' policies.

Requirements

• 3-5 years of progressive experience in Front Office or Guest Services management within a luxury hotel.
• Strong leadership, organizational, and interpersonal skills, with the ability to motivate and inspire a diverse team.
• Excellent communication skills and a genuine passion for guest service and personalized hospitality.
• Solid understanding of hotel operations, including Front Office systems (e.g., Opera, Guest Engagement platforms).
• Proven ability to handle guest concerns with professionalism and grace.
• Candidates must have valid work authorization for the U.S.

Nice To Haves

• Degree or diploma in Hospitality Management or related field preferred.

Responsibilities

• Manages the team at the Front Desk.
• Directs all activities of the Hotel Assistant Managers and the Night Manager to ensure communications and follow-up on any problems, guest requests or special requirements.
• Interviews, trains and schedules the staff.
• Conducts Performance Evaluations and disciplines staff when needed.
• Reviews and monitors schedules of staff in other department of responsibility.
• Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner, interacting with guests in person and by phone.
• Coordinates arrivals, departures and billing requirements.
• Blocks rooms for arrivals and ensures any discrepancies are resolved.
• Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.

Benefits

• Energizing Employee Culture where you are encouraged to be your true self!
• Comprehensive learning and development programs to help you elevate your craft.
• Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan) as well as Paid Time Off & Holiday Pay
• Eligibility to Annual Incentive Program
• 401(k) Retirement Plan including Employer Matching Program
• Inclusive and diverse employee engagement & recognition events all year-round.
• Exclusive discount and travel programs with Four Seasons
• Complimentary Employee Meals

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees