Front Desk Manager

Four Seasons•Chicago, IL

3d•Onsite

About The Position

Directs and controls the activities of the Front Desk team. Acts as the manager on duty in the hotel when senior managers are not available. Will manage shifts at the Front Desk. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all 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.
Flexibility to work early mornings, evenings, weekends and holidays.
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. Interaction with guest will be 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.