Front Office Manager - theWit

Job Details

Job Details

Job Location:

Chicago, IL 60601

Salary Range: $65,000.00 - $68,000.00 Salary/yearthe

Wit Chicago, a Hilton Hotel is a luxury lifestyle hotel located in the heart of downtown Chicago’s Loop and Theater District. Surrounded by premier dining, entertainment, shopping, and corporate offices, the hotel serves a diverse mix of business and leisure travelers in a fast-paced, high-energy hospitality environment.

theWit Hotel is seeking an engaging, friendly, and detail-oriented Front Office Manager to lead the daily operations of the Front Office and Guest Services teams. The Front Office Manager works closely with the Director of Front Office and Director of Operations to ensure exceptional guest service, operational efficiency, and consistent adherence to hotel and Hilton standards.

The Front Office Manager serves as a leader and role model for the team, creating memorable guest experiences while maintaining high standards for service, financial controls, team performance, and operational execution.

• Oversee the daily operations of the Front Desk and Guest Services functions, including Front Desk, Bell, Doormen, Concierge, and Valet.
• Lead and support the Front Office team in delivering exceptional and consistent guest service.
• Serve as a role model for theWit's service culture and hospitality standards.
• Assist with recruiting, interviewing, hiring, onboarding, training, coaching, and developing Front Office team members.
• Provide regular feedback and performance coaching and administer corrective action in accordance with company policies.
• Create and maintain effective staffing schedules based on occupancy, labor forecasts, business levels, and operational needs.
• Ensure the team is properly prepared for daily arrivals, departures, VIPs, groups, special events, and other business impacting the guest experience.
• Lead hotel communication regarding arrival patterns, company information, events, and other operational matters affecting guest stays.
• Resolve guest concerns and complaints professionally, using sound judgment and effective service recovery techniques.
• Maintain a thorough understanding of Hilton service standards, guest room standards, brand requirements, and operating procedures.
• Serve as a primary point of contact for Hilton guest inquiries, rewards reimbursements, and account-related questions.
• Partner with Accounting to ensure accurate financial reporting, cash handling, guest transactions, account reconciliation, and resolution of discrepancies.
• Maintain appropriate controls over cash, credit card transactions, billing, and other financial responsibilities.
• Protect confidential guest and company information.
• Assist the Director of Front Office and Director of Operations with departmental initiatives, projects, and operational improvements.
• Maintain effective communication and collaboration with all hotel departments.
• Ensure Front Office policies, procedures, and standards are consistently followed.
• Support a positive, inclusive, and engaged work environment that reflects theWit's culture and values.
• Perform other duties and responsibilities as assigned by management.

• Exceptional Customer Service:
  Creates memorable guest and team experiences and resolves concerns effectively.
• Business & Financial Acumen:
  Handles transactions, cash, reporting, reconciliations, and confidential information accurately.
• Coach & Trainer:
  Develops team members through training, coaching, feedback, and performance management.
• Leadership
  
  Experience:
  
  Effectively leads, motivates, sets expectations, and holds teams accountable.
• Hilton Brand
  
  Experience:
  
  Hilton systems, standards, and guest service experience preferred.

• Minimum of 4 years of hotel management experience, with a demonstrated track record in Guest Services, conflict resolution, and service recovery.
• Front Office and/or Guest Services leadership experience required.
• Hilton experience strongly preferred.
• Ability to communicate effectively in the primary language used at the hotel.
• Ability to maintain a professional appearance and comply with hotel uniform and grooming standards.
• Fl…