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