Front Desk Manager (OEM)

Crescent Careers • Itasca, IL

1d • Onsite

About The Position

Crescent Hotels & Resorts is hiring a guest-focused Front Desk Manager for the Westin Chicago Northwest in Itasca. This hands-on leadership role oversees daily Front Desk, Driver/Bell, and guest services operations, develops associates, maintains operational efficiency, and supports revenue and guest satisfaction goals. The role coordinates with other hotel departments, responds to guest needs and escalations, supports group arrivals and special accommodations, and ensures compliance with Marriott brand standards and hotel procedures.

This is a full-time, overtime-eligible, non-exempt position requiring a scheduled 45-hour workweek: 40 regular hours and 5 overtime hours. The schedule is primarily PM-focused and includes weekends and holidays based on business needs. Additional overtime may be required. The role requires clocking in and out for every shift, accurately recording hours, following meal-period and overtime procedures, and reviewing timecards. Compensation is hourly at $26.32 regular time and $39.48 overtime, with estimated annual earnings of approximately $65,010.40 based on 45 paid hours per week for 52 weeks.

Requirements

• Minimum of 2 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 5 hours of overtime.

Nice To Haves

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

Responsibilities

• Oversee daily Front Desk, Driver/Bell services, and guest services operations.
• Lead, train, coach, and support Front Desk associates to provide excellent guest service.
• Assist with hiring, scheduling, performance evaluations, and associate development.
• Respond professionally and promptly to guest requests, concerns, and complaints.
• 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.
• Clock in and out for every shift using the hotel's timekeeping system and accurately record all hours worked, including overtime.
• Follow established meal-period, timekeeping, and overtime authorization procedures.
• Review timecards regularly to support accurate payroll processing.
• Perform other duties as assigned.

Benefits

• Highly competitive wages.
• An 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.

What This Job Offers

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