Overnight Front Office Manager - The Ritz-Carlton

About the Role

As an Overnight Front Desk Manager at The Ritz-Carlton, Chicago, you will lead the overnight operation of the Front Office, ensuring our guests receive the same exceptional level of personalized service at every hour. You will oversee the Front Desk team, support arrivals and departures, respond to guest requests and concerns, and ensure the hotel operates smoothly and efficiently throughout the night. You will serve as a leader and point of contact for both guests and staff, anticipating needs, resolving challenges, and upholding hotel standards to create a safe, welcoming, and seamless experience.

Responsibilities

• Respond professionally and courteously to arriving, departing, and in-house guests by providing accurate and timely information and services.
• Supervise daily operations of Guest Services personnel to achieve maximum guest satisfaction and financial success.
• Greet and complete check-in procedures for arriving guests using manual and computerized methods.
• Facilitate guest departures (check-out) following established procedures to close guest accounts and ensure satisfaction.
• Calculate and post monies, receipts, guest accounts, and credits using proper cash handling methods.
• Answer inquiries and accept reservations, communicating hotel rates and information while using suggestive selling techniques.
• Maintain knowledge of in-house and area functions to provide timely and accurate responses to guest questions and concerns.
• Operate PBX equipment, assist with calls, and schedule wake-up services.
• Control cash transactions at the front desk and maintain responsibility for personal bank as per hotel policy.
• Coordinate guest service efforts, including group arrivals/departures and guest transportation, to maximize guest experience.
• Supervise valet services, taxi services, and airport connections to ensure quality service.
• Provide information and recommendations on area restaurants, theaters, events, and activities.
• Greet guests, assist with check-in/check-out, deliver laundry, and store luggage.
• Order supplies and maintain inventory control to minimize unnecessary expenses.
• Follow up on guest complaints or problems in a timely and professional manner.
• Implement emergency training and procedures to protect guests, staff, and company assets.
• Create and post the weekly schedule for Front Office Associates by 3 PM on Friday.
• Cover or find replacements for call-offs.
• Communicate hotel activities to staff to ensure guest needs are met.
• Ensure all new hires are aware of hotel aspects and properly trained on systems like Fosse and SSM.
• Motivate the department and ensure all Front Office duties (checklists, logs, etc.) are completed daily.
• Provide assistance to other employees and departments to contribute to overall hotel performance.
• Represent the front desk at Safety Committee Meetings.
• Participate in the Hotel MOD program.

Requirements

• Minimum two years of experience as a front desk supervisor or four years of front office experience in hotel work.
• Total understanding of all hotel front office procedures.
• Working knowledge of guest services, hotel policies, and operations.
• High school graduate-level mathematical aptitude and knowledge of computerized cash register systems.
• Experience dealing directly with the public and general knowledge of customer service skills.
• Fluency in oral and written English.
• Ability to use tact and understanding when handling customer service problems, including stressful situations.
• Highly organized with attention to detail, especially when performing multiple tasks.
• Excellent comprehension and literacy for reviewing correspondence, initiating reports, and conducting training.

Physical Demands

• Ability to read written communication and monochrome computer screens.
• Operate computer, calculator, and telephone keyboards for cash handling and paperwork processing.
• Understand and follow verbal/written instructions, multitask, and communicate verbally and in writing.
• 90% of shift is spent standing; repeated bending and kneeling required for filing.
• Must be able to reach all areas of the hotel to assist clients.
• Occasional lifting and carrying of files and office items up to 25 lbs.

Work Environment

Work is primarily indoors (95%) in a thermostatically climate-controlled workstation with prolonged standing.

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.
• Great discounts on hotels, restaurants, and more.

Pay

$60,000 - $70,000 annually.