Front Desk Manager

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

• A high school diploma or equivalent required; an Associate's or Bachelor's degree in Hospitality Management or a related field is preferred.
• A minimum of 2 years of Front Desk supervisory or Front Desk Manager experience in a hotel environment.
• A 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.
• The 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

• Updated Resume
• Professional References
• (Optional) Cover Letter
• 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?

Note

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