Overnight Front Desk Manager - The Ritz-Carlton

Sage Hospitality Group • Chicago, IL

4d • Onsite

About The Position

The Overnight Front Desk Manager leads the overnight operation of the Front Office at The Ritz-Carlton, Chicago. The role oversees the Front Desk team and serves as a primary contact for guests and other hotel departments, ensuring efficient guest registration, checkout, and telephone service. The manager supports arrivals and departures, responds to guest requests and concerns, maintains hotel standards, and helps ensure a safe, welcoming, and seamless guest experience throughout the night. The position also supports staff development, training, hiring, and the consistent delivery of personalized service.

Requirements

• High school diploma or equivalent.
• At least two years of previous experience as a front desk supervisor, or at least four years of front office experience in hotel work.
• Working knowledge of guest services, hotel services, policies, or operations.
• High-school-graduate-level mathematical aptitude.
• Knowledge of standard cash-handling procedures and computerized cash register systems.
• Ability to read written communications and a monochrome computer screen.
• Strong comprehension and literacy for reviewing correspondence, initiating reports, and conducting training.

Responsibilities

• Ensure guest arrival and departure procedures are accurately followed in a smooth and timely manner.
• Ensure the Front Desk team accurately calculates and posts monies, receipts, guest accounts, and other forms of credit, following proper cash-handling methods and established procedures.
• Control cash transactions at the Front Desk and maintain responsibility for a personal bank in accordance with hotel bank agreement policy.
• Assist and make recommendations to the Assistant General Manager regarding performance evaluations, discipline, and terminations, as appropriate.
• Coordinate guest service efforts, including group arrivals and departures and guest transportation, while maximizing the guest experience.
• Coordinate activities and foster good relations with valet and taxi services.
• Provide information and assist staff in recommending area restaurants, theaters, community events, and activities.
• Follow up on guest complaints or problems in a timely and professional manner.
• Implement emergency training and procedures to protect hotel guests, staff, and company assets.
• Ensure all Front Desk Associate duties are completed daily.
• Assist in training and hiring Front Desk Agents.

Benefits

• Independent PTO plan
• Medical, dental, and vision insurance
• Eligibility to participate in the Company’s 401(k) program with employer matching
• Flexible spending account options
• Basic Life and AD&D insurance
• Short-term disability options
• Employee Assistance Program
• Discounts on hotels, restaurants, and more

What This Job Offers

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