Overnight Front Desk Manager - The Ritz-Carlton
About The Position
The Overnight Front Desk Manager leads the overnight operation of the Front Office at The Ritz-Carlton, Chicago. This role oversees the Front Desk team and serves as a primary contact for guests and other hotel departments, ensuring efficient guest registration, check-out, and telephone service. The manager supports arrivals and departures, responds to guest requests and concerns, resolves problems professionally, and ensures hotel standards and procedures are followed throughout the night. The position also oversees accurate handling of guest accounts, payments, cash transactions, and hotel records; coordinates guest service efforts and transportation; and contributes to staff training, hiring, and performance management. The role requires a strong focus on personalized service, sound judgment, guest safety, and maintaining a welcoming, seamless hotel experience.
Requirements
- High school diploma or equivalent.
- At least two years of experience as a front desk supervisor, or at least four years of front-office experience in hotel work.
- Working knowledge of guest services and 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 skills to review correspondence, initiate reports, and conduct training.
- Ability to stand for most of the shift, repeatedly bend and kneel, reach all areas of the hotel, and occasionally carry or lift files and office items weighing up to 25 pounds.
Responsibilities
- Ensure guest arrival and departure procedures are accurately followed in a smooth and timely manner.
- Ensure the Front Desk team accurately calculates and/or posts monies, receipts, guest accounts, and other forms of credit, following 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 the training and hiring of 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
