Front Desk Manager

Front Desk Manager

Company: The Ghoman Group Job Title: Front Desk Manager Employment Type: Full-Time, Permanent Work Arrangement: On-Site Location: Marriott Chicago Northwest Address: 4800 Hoffman Blvd, Hoffman Estates, IL 60192 Salary: $45,000 - $75,000 per year

About the Role

The Ghoman Group is seeking an experienced and customer-focused Front Desk Manager to lead the Front Office team at Marriott Chicago Northwest. The Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring exceptional guest service, managing front office staff, and maintaining efficient hotel operations.

The ideal candidate is a strong leader with excellent communication skills, a passion for hospitality, and the ability to create memorable guest experiences while maintaining Marriott service standards.

Key Responsibilities

Oversee the daily operations of the Front Desk and Front Office Department.

Supervise, train, coach, and evaluate Front Desk Agents and Guest Service Associates.

Ensure efficient guest check-in and check-out procedures.

Handle guest concerns, complaints, and special requests professionally and promptly.

Maintain high levels of guest satisfaction and service quality.

Create staff schedules and ensure adequate coverage for all shifts.

Monitor employee performance and provide ongoing coaching and development.

Ensure compliance with hotel policies, procedures, and brand standards.

Coordinate with Housekeeping, Engineering, Food & Beverage, and Sales departments to ensure seamless guest experiences.

Monitor room availability, room assignments, and occupancy levels.

Assist with revenue optimization by maximizing room inventory and upselling opportunities.

Review daily reports, cash reconciliation, credit card transactions, and billing accuracy.

Maintain accurate guest records and front office documentation.

Ensure compliance with safety, security, and emergency procedures.

Support management with operational goals and special projects.

Required Qualifications

High school diploma or equivalent required; Associate's or Bachelor's degree in Hospitality Management or a related field is preferred.

Minimum 2 years of Front Desk supervisory or Front Desk Manager experience in a hotel environment.

Strong knowledge of hotel front office operations and guest service procedures.

Previous experience with Marriott or other major hotel brands is preferred.

Experience using hotel Property Management Systems (PMS), such as Opera Cloud, Opera PMS, or similar.

Strong leadership and team management skills.

Excellent verbal and written communication skills.

Ability to work in a fast-paced hospitality environment.

Preferred Qualifications

Marriott brand experience preferred.

Experience with revenue management and room inventory control.

Knowledge of guest loyalty programs.

CPR/First Aid certification is a plus.

Skills

Leadership and Team Management

Guest Relations

Conflict Resolution

Customer Service Excellence

Front Office Operations

Hotel Property Management Systems (PMS)

Cash Handling and Night Audit Support

Scheduling and Staff Development

Problem Solving

Microsoft Office Suite

Work Schedule

Full-Time

On-Site Position

Flexible schedule including mornings, evenings, weekends, and holidays as required by hotel operations.

Compensation & Benefits

Competitive annual salary: $45,000 - $75,000

Performance-based bonus opportunities

Health, Dental, and Vision Insurance

Paid Time Off (PTO)

Paid Holidays

401(k) Retirement Plan

Professional Development and Training

Career Advancement Opportunities within The Ghoman Group

Application Requirements

Interested candidates should submit:

Updated Resume

Professional References

Cover Letter (Optional)

Screening Questions

Do you have at least 2 years of Front Desk supervisory or Front Desk Manager experience in a hotel?

Have you previously worked with Marriott or another major hotel brand?

Which hotel Property Management Systems (PMS) have you used (e.g., Opera PMS, Opera Cloud)?

Do you have experience managing and scheduling front office staff?

Are you authorized to work in the United States?

Are you able to work on-site at Marriott Chicago Northwest, 4800 Hoffman Blvd, Hoffman Estates, IL 60192?

What are your salary expectations?

Only qualified candidates with hotel front office leadership experience will be considered.