Front Office Manager

Onni Group • Chicago, IL

8d • Onsite

About The Position

The Front Office Manager (FOM) has direct oversight of the daily activities of the Guest Service teams at multiple locations. In addition, also at multiple locations, the FOM supports management efforts within Housekeeping and Maintenance to ensure the highest level of employee and guest satisfaction. FOM assist with cohesive interdepartmental ongoings inclusive but not limited to Sales, Marketing, Revenue Management, and Human Resources.

Requirements

• High school diploma or GED required.
• The ability to speak, read, and write the language used in the workplace and knowledge of one or more additional languages is preferred.
• A minimum of 3 years of hotel leadership experience is preferred.
• Proficiency in Excel, PowerPoint, and Microsoft Word and hospitality software.
• Experience with HMS Infor an asset.
• A proven track record of being able to lead a team and to multitask.
• Flexibility and a willingness to work beyond scheduled hours, including on weekends.
• An ability to identify areas in need of change or improvement to offer guests an excellent hotel experience.
• Understanding of and compliance with hotel policies and regulations and communicating these clearly to the staff.

Nice To Haves

• Bachelor’s degree in business administration, hospitality management, or hotel management preferred.

Responsibilities

• Direct and daily supervision of the Guest Services teams, ensuring that they are adhering to all property procedures, regulations, and standards, while striving towards total guest satisfaction.
• Assist with Housekeeping and Maintenance management where and when required, particularly in the absence of their department head(s).
• Ensuring smooth, efficient, and professional daily operations.
• Responsible for scheduling and efficiently managing Guest Services labor.
• Assist when needed in scheduling and managing of Housekeeping and Maintenance labor.
• Work with the GM in achieving budgeted GOP via revenue and expense level monitoring and adherence.
• Ensure that all procedures and policies are in place and staff trained accordingly.
• Onboards and coaches new hires.
• Ensures guest accounts are reviewed and audited for accuracy daily.
• Owns guests’ requests and problems and assist with acceptable and timely resolutions.
• Performs all front desk functions when and where needed, ensuring proper daily coverage is established.
• Assists all associates with questions and/or problems which might occur.
• Supports the front desk during peak hours to ensure efficient and smooth service is provided to all guests.
• Assists Housekeeping with room inspections, releases, updates, and inventory status updates when and where needed
• Assists Maintenance with work order monitoring and confirmed action and completion.
• Creates a productive and positive atmosphere; has a professional relationship with all associates and other departments.
• Leads by example - provides gracious hospitality towards customers.
• Adheres to all policies, procedures, and standards.
• Empowers all associates to provide outstanding service.
• Audits all work for accuracy and consistency on a regular basis.
• Coaches and counsels’ staff when appropriate.
• Completes work or special projects as assigned and makes sure due dates are met.
• Works together with staff on the same level; trains and retrains on aggressive hospitality skills, technical skills, and communication skills.
• Stays informed of sales strategies, packages, promotions, and discounts; knows how they relate to other departments and how they are to be handled.
• Develops a thorough knowledge of products - property rooms, type of rooms, amenities, services of property, brand standards etc.
• Develops knowledge of frequent guests and their special requests and needs.
• Carries out, within capability, all reasonable requests by management
• Performs other duties as assigned.
• All duties listed are applicable for all Chicago Level properties. May be asked to assist with another hotel within the ONNI collection. (Emily)
• This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws. All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.

Benefits

• Employee Assistance Program
• Annual Education Allowance
• Generous Referral Program
• Fun and collaborative company culture with lots of team-building events
• Friends and Family rates for Level Hotels & Furnished Suites, The Opus Hotel and The Emily Hotel

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED