Front Desk Manager; OEM

The Westin Chicago Northwest
400 Park Blvd
Itasca, IL 60143, USA

• On-site
• Salary : $65,000 USD per year
• Ops - General Mgmt
• Full-Time
• Requisition #: ASSIS
  044503

Crescent Hotels & Resorts is seeking an experienced and guest-focused Front Desk Manager to join our team at the Westin Chicago Northwest – Itasca.

This position will oversee daily Front Desk operations, lead and develop the team, ensure exceptional guest service, and maintain operational efficiency while supporting hotel revenue and guest satisfaction goals.

The ideal candidate is a hands-on leader with strong hospitality experience, excellent problem-solving skills, and the ability to manage daily operations in a fast-paced hotel environment.

Key Responsibilities

• Oversee daily Front Desk, Driver/Bell services, and guest services operations.
• Lead, train, coach, and support Front Desk associates to ensure excellent guest service.
• Assist with hiring, scheduling, performance evaluations, and associate development.
• Respond to guest requests, concerns, and complaints professionally and promptly.
• Monitor guest satisfaction scores and implement improvements based on feedback.
• Ensure compliance with Marriott brand standards, hotel policies, and Crescent Hotels & Resorts procedures.
• Supervise daily Front Desk operations to maximize efficiency, service quality, and revenue opportunities.
• Handle guest escalations and make appropriate decisions to resolve issues.
• Coordinate with Housekeeping, Reservations, and other departments to ensure smooth hotel operations.
• Support group arrivals, departures, and special guest accommodations.
• Maintain accurate Front Desk records, reports, and operational documentation.
• Assist with staffing coverage and scheduling based on business needs.
• Remain calm and professional during emergencies and high-volume periods.
• Perform other duties as assigned.

Qualifications

• Minimum of 2 years of hotel Front Office or hotel management experience.
• Previous supervisory or management experience preferred.
• Strong leadership, communication, and guest service skills.
• Experience with hotel Property Management Systems (PMS).
• Marriott brand experience preferred.
• Excellent organizational and multitasking abilities.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and make decisions in a fast-paced environment.
• Flexible availability, including evenings, weekends, and holidays.

Work Schedule

This is a full-time position requiring 45 hours of work per week, including 40 regular hours and 5 overtime hours.

The schedule will primarily consist of PM shifts focused, including weekends and holidays, based on hotel business needs. Additional overtime may be required depending on operational demands.

Compensation

Potential Annual Earnings:
Approximately $65,000, including required overtime.

This position is classified as an Overtime Eligible Manager (OEM) – Non-Exempt and is compensated on an hourly basis.

• Regular Hourly Rate: $26.32
• Overtime Hourly Rate: $39.48 (1.5 times the regular hourly rate)
• Required Weekly
  
  Hours:
  
  45 hours (40 regular hours + 5 overtime hours)
• Estimated Weekly Earnings: $1,250.20

Annual earnings are based on working 45 paid hours per week for 52 weeks.

Additional overtime may be required based on business needs, which could result in annual earnings exceeding $65,000.

Job Classification & Timekeeping Requirements -
Overtime Eligible Manager (OEM) – Non-Exempt

Although this position includes management responsibilities, it is classified as non-exempt and eligible for overtime compensation in accordance with applicable wage and hour laws.

The Front Desk Manager is required to:

• Work a scheduled 45-hour workweek, including 5 hours of overtime.
• Clock in and out for every shift using the hotel's timekeeping system.
• Accurately…