Front Office Manager

Janko Hospitality•Lake Forest, IL

7d•$26 - $29•Onsite

About The Position

The Front Office Manager (FOM) at The Forester Hotel is responsible for ensuring that exceptional service is provided to all guests. The Front Desk Manager is expected to exercise a high level of independent judgment and discretion in delivering exceptional guest experience, resolving complex service issues, and overseeing daily front office operations. This role requires confident decision-making that upholds the standards of luxury hospitality, while ensuring that each guest interaction reflects personalized care, professionalism, and attention to detail. The FOM will oversee the operations of the front desk department, train and supervise the team to maintain superior customer service standards, and ensure the hotel runs smoothly to achieve the highest level of guest satisfaction.

Requirements

High School Diploma, GED, or equivalent work experience.
Friendly demeanor with excellent communication and customer service skills.
Strong organizational and prioritization skills.
Prior experience using Windows-based software preferred.
Ability to stand 90% of the day and perform physical tasks such as lifting supplies (up to 50 lbs.), bending, and reaching.
Previous front desk or hospitality experience is preferred.

Responsibilities

Greet guests and efficiently manage check-in and check-out procedures using the Property Management System (PMS).
Handle cash transactions accurately, ensuring precise hotel charges and maintaining thorough accounting records.
Attend and occasionally lead daily pre-shift meetings with team members to ensure smooth operations.
Assist the Director of Operations or Assistant General Manager with ordering supplies and managing market items.
Utilize effective communication skills to answer inquiries, accept reservations, and promote hotel amenities to enhance room sales and overall revenue.
Maintain excellent customer relations by promptly addressing questions and concerns in person and over the phone.
Operate the telephone system proficiently, including managing incoming calls, directing in-house calls, scheduling wake-up calls, and managing trace requests for efficient guest service.
Maintain a courteous and friendly demeanor at all times to foster a welcoming atmosphere and ensure smooth operations.
Complete shift checklists diligently to ensure all shift responsibilities are accurately handled. Maintain the front desk logbook to facilitate communication and report any issues to incoming shifts and supervisors.
Manage incoming guest mail, messages, and faxes by sorting and distributing them promptly.
Serve as a cashier and attendant in the market area as required.
Act as Manager on Duty in the absence of executive committee members or the Director of Operations.
Ensure compliance with Safety and Security Policies, training team members and reporting suspicious activities of guests, visitors, or staff.
Write guest incident reports as needed and maintain security for guests and property.
Perform other duties as assigned by management to support hotel operations.