Overnight Front Office Manager

Front Office Manager Trump International Hotel & Tower Chicago Chicago, IL | Full-Time | Salaried Salary Range: $70,000–$75,000 Annually Position Overview Trump International Hotel & Tower Chicago is seeking an experienced and service-driven Front Office Manager to lead daily Front Office operations while ensuring exceptional guest experiences and consistent Forbes Five-Star service standards. This leadership role is responsible for overseeing Front Office operations, team development, scheduling, forecasting, inventory, financial reporting, cost controls, and overall guest satisfaction. The ideal candidate is a hands-on hospitality leader with strong operational experience, exceptional problem-solving skills, and a passion for creating memorable luxury guest experiences.

Key Responsibilities
• Provide leadership, guidance, and direction to Front Office team members while fostering a positive and collaborative team environment.
• Lead daily pre-shift meetings, training sessions, and service shops to reinforce Forbes Five-Star service standards.
• Interview, train, supervise, counsel, schedule, and evaluate Front Office team members.
• Assign and communicate daily responsibilities to Front Desk, Guest Services, Reservations, and related team members.
• Monitor team performance, provide ongoing coaching, and identify opportunities for improvement.
• Oversee Front Office systems, supply inventory, scheduling, forecasting, and departmental budget considerations.
• Compile and prepare operational and financial reports, including rate and availability calendars.
• Support profitability by maintaining effective cost controls, productivity standards, and key performance indicators.
• Ensure compliance with Trump Hotels standards and consistently deliver exceptional guest relations.
• Manage Front Desk operations during high-volume periods, stressful situations, and emergencies.
• Resolve guest concerns using discretion, sound judgment, patience, and diplomacy.
• Welcome guests warmly while actively listening to and understanding requests, concerns, and individual needs.
• Handle guest relocations when required.
• Prepare daily forecasts of expected arrivals and departures.
• Participate in the Lobby Greeter and Manager on Duty programs, including weekend coverage when assigned.
• Expedite guest requests and collaborate with hotel departments to ensure timely resolution.
• Attend leadership meetings on behalf of the Director of Front Office as needed and communicate pertinent information to the team.
• Perform additional duties as assigned by the Director of Front Office and Director of Rooms. Leadership Responsibilities This position provides direct leadership and supervision to:
• Front Desk Agents
• PBX Operators In the absence of the functional department head, this position may also provide leadership and operational support to:
• Concierges
• Bellpersons
• Doorpersons
• Guest Services Agents Qualifications Education
• High school diploma or equivalent required.
• Four-year college degree in Hospitality, Hotel Management, Business, or a related field required. Experience
• Minimum of two years of combined supervisory or management experience within Rooms Division operations.
• Luxury hotel or Forbes-rated hospitality experience is strongly preferred. Knowledge, Skills & Abilities
• Strong knowledge of Front Office and luxury hotel operations.
• Excellent leadership, organizational, and supervisory skills.
• Strong mathematical comprehension with the ability to understand and interpret operational and financial data.
• Excellent written and verbal communication skills.
• Ability to interact effectively with guests and team members, including situations requiring patience, tact, diplomacy, and conflict resolution.
• Exceptional interpersonal skills with a commitment to overall guest satisfaction.
• Ability to remain composed and make sound decisions under pressure and during high-volume periods.
• Strong problem-solving skills and the ability to exercise independent judgment.
• Proven ability to control costs, improve productivity, manage key performance indicators, and support strong team engagement.
• Ability to effectively coach, motivate, and develop Front Office team members.
• Additional language abilities are strongly preferred. Licenses & Certifications
• CPR certification and/or First Aid training preferred. Additional Information At Trump International Hotel & Tower Chicago, teamwork extends beyond departmental responsibilities. Associates are expected to provide lateral service whenever needed to support hotel operations and deliver exceptional guest experiences. Flexibility, collaboration, and a guest-first mindset are essential to success in this role. Physical Requirements This position requires the ability to walk and stand for extended periods, frequently crouch, bend, stoop, lift and ca