Front Office Manager - The Ritz-Carlton

Sage Hospitality Group•Chicago, IL

4d•Onsite

About The Position

The Front Office Manager will lead the operation of the Front Office, ensuring guests receive an exceptional level of personalized service. This role involves overseeing the Front Desk team, supporting arrivals and departures, responding to guest requests and concerns, and ensuring the hotel operates smoothly and efficiently. The manager will serve as a leader and point of contact for both guests and staff, anticipating needs, resolving challenges, and ensuring hotel standards are consistently upheld. Through leadership, presence, and attention to detail, the goal is to create a safe, welcoming, and seamless experience for guests, building strong relationships and fostering guest loyalty. The Ritz-Carlton seeks passionate and skilled hospitality professionals who reflect the brand's values in a diverse environment where individual aspirations are fulfilled and quality of life is enhanced. This role inspires leadership by example, empowers employees, and creates special moments for guests and colleagues. Commitment to excellence, sound judgment, and dedication to service are key to maintaining the exceptional Ritz-Carlton experience.

Requirements

Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
Total understanding of all hotel front office procedures.
Working knowledge of guest services and hotel services, policies, or operations.
High school graduate level mathematical aptitude.
Knowledge of standard cash handling procedures.
Knowledge of computerized cash register systems.
Past experience in dealing directly with the public.
General knowledge of basic customer service skills.
Fluent in oral and written English.
Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
Highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.
Ability to read written forms of communication and monochrome computer screen.
Ability to operate computer, calculator, and telephone keyboards.
Ability to understand and follow verbal/written instructions.
Ability to work on more than one task at a time.
Ability to communicate both verbally and in writing.
Mobility to reach all areas of the hotel to assist clients.
Occasional carrying and lifting of files and office items up to 25 lbs.

Responsibilities

Greet and complete check-in procedures for arriving guests using manual and computerized methods.
Facilitate guest departure (check-out) by following established manual and computer procedures.
Ensure the front desk team regularly calculates and/or posts monies, receipts, guest accounts, and other forms of credit using proper cash handling methods.
Answer inquiries and accept reservations by communicating hotel rates and information, using suggestive selling techniques to increase occupancy and revenue.
Maintain good guest relations by staying informed about in-house and area functions.
Operate PBX equipment, assisting incoming and outgoing calls, and scheduling wake-up calls.
Control cash transactions at the front desk and maintain responsibility for the hotel bank.
Maintain a friendly, cheerful, and courteous demeanor at all times.
Perform other duties as assigned, requested, or deemed necessary by management.
Assist and make recommendations to the Assistant General Manager regarding performance evaluations, discipline, and terminations.
Coordinate guest service efforts, including group arrivals and departures, and guest transportation.
Coordinate and supervise activities and foster good relations with valet service, taxi services, and the Airport Connection.
Provide information and assist staff in recommending area restaurants, theaters, community events, and activities.
Greet guests, offer assistance with check-in/check-out, deliver laundry, and store luggage.
Provide guest transportation as required by hotel's standard operating procedures.
Order all supplies and maintain inventory control.
Follow up on guest complaints or problems in a timely and professional fashion.
Implement emergency training and procedures.
Provide weekly schedules for all Front Office Associates.
Cover/find replacements for call-offs.
Ensure proper communication to subordinates on all hotel activities.
Ensure all new hires are aware of all aspects of the hotel.
Ensure all associates are properly trained on Fosse and other systems/procedures.
Ensure all Front Desk Associates are SSM trained.
Provide motivation to the department.
Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc.).
Provide assistance to other employees and departments.
Ensure the front desk is represented at each Safety Committee Meeting.
Participate in the Hotel MOD program.