Front Office Manager

Pyramid Global Hospitality•Chicago, IL

3d•$70,000 - $75,000•Onsite

About The Position

The Front Desk Manager oversees the daily operations of the front desk and guest services team, ensuring exceptional customer service, efficient check-in and check-out processes, and seamless communication across departments. This position is responsible for supervising front desk staff, resolving guest concerns, maintaining service standards, and supporting operational and financial goals.

Requirements

High school diploma or equivalent.
Minimum 2-3 years of front desk, guest service, or hospitality experience.
Previous supervisory or leadership experience.
Strong customer service and conflict-resolution skills.
Proficiency with property management systems, reservation systems, and Microsoft Office applications.
Excellent verbal and written communication skills.

Nice To Haves

Bachelor's degree in Hospitality Management, Business Administration, or a related field.
Experience in hotel, resort, healthcare, or corporate reception environments.
Knowledge of revenue management and operational reporting.

Responsibilities

Lead and manage front desk operations to ensure a welcoming and professional guest experience.
Oversee guest check-in, check-out, room assignments, and service requests.
Respond promptly and effectively to guest inquiries, concerns, and escalated issues.
Ensure compliance with company service standards, policies, and procedures.
Monitor guest satisfaction and implement improvements to enhance the guest experience.
Recruit, train, coach, and develop front desk associates.
Create employee schedules and manage staffing levels to meet business needs.
Conduct performance evaluations and provide ongoing feedback.
Foster a positive, collaborative, and service-oriented work environment.
Address employee relations concerns in partnership with Human Resources.
Monitor cash handling procedures, billing accuracy, and daily transaction reconciliation.
Assist in managing departmental budgets and controlling labor costs.
Prepare and review operational reports, occupancy data, and performance metrics.
Ensure accurate recordkeeping and compliance with company and regulatory requirements.
Collaborate with housekeeping, maintenance, security, sales, and other departments to ensure smooth operations.
Communicate important guest and operational information during shift transitions.
Participate in management meetings and contribute to operational planning and decision-making.