Front Office Manager - InterContinental Chicago Magnificent Mile
InterContinental Hotels Group 599 reviews - Chicago, IL

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InterContinental Chicago

is a lot like the city itself; historic but hip, refined but relaxed, cultured but comfortable. A member of Michigan Avenue's architectural elite since 1929, our hotel is within easy reach of Chicago's incomparable museums, stores, theatres and restaurants. Navy Pier, Shedd Aquarium and Oak Street Beach are minutes away.

The InterContinental Hotel Group owns, operates and franchise more than 9,000 hotels, 120 million stays per year in nearly 100 countries. Our people lie at the heart of our business - and by bringing your expertise and passion to IHG, you will help us to achieve our goal of creating great hotels guest love.

The Career Opportunity: Front Office Manager

This role assists in overseeing all aspects of Front Office operations, which shall include but not be limited to the following: Front Desk Day Managers, Guest Relations, Front Office Agents and Supervisors, Uniform Services, Concierge and the Fitness Center.

Key Responsibilities of the role include:
Oversee the front desk staff ensuring that performance is in accordance to established procedures.

Supervises Front Office personnel to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.

Monitors Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.

Responds to guest needs and resolves related problems

Informs other operating departments, notably Housekeeping, of all Front Office matters which concern them.

Establishes and maintains effective employee relations.

Assists Director of Front Office in personnel related matters such as interviewing appraising and counseling.

Identifies training needs, assists in developing formal training plans and implementing training sessions.

Assists Guest Relations in greeting, rooming and escorting VIP Guests

Inspects frequently for cleanliness and orderliness of the lobby, Front Desk and, on a random basis, VIP rooms prior to arrival.

Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental Members.

Provides input for Front Office Departmental meetings.

Promotes Inter‑hotel sales and in‑house facilities.

Assists in monitoring and controlling, on an on‑going basis, departmental costs to ensure performance against budget.

Assists in the preparation of statistical, performance and forecast reports as necessary, to facilitate Annual Budget and Strategic Plan preparation and provide management with marketing information.

Ensure procedures are followed for security of monies, credit and financial transactions.

Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy.

Analyzes and approves discounts and rebates.

Acts as departmental trainer.

Supports and assists Front Office personnel and all F.O. departments at peak periods.


Bachelor's degree in Hotel Management, Business Administration or related field is preferred. Three years front office/guest services experience including hotel supervisory/managerial experience, or an equivalent combination of education and experience. High level of proficiency with Hotel Property Management Systems. Advanced skills in Microsoft Office Applications and cash handling procedures. Must have Business English communication and writing skills.

Other Information:
May be required to work rotating shifts including nights, weekends, and/or holidays.

This job also requires: Environment Required Behaviors/Abilities

Knowledge of Chicago downtown and local areas

Guest/Client focused - ability to interact on a regular basis

Confident individual who is willing to assume responsibility of guest and staff challenges

Demonstrates high degree of drive and determination

Excellent management and communication skills (verbal and written)

Detailed orientated individual with ability to multi-task in fast paced environment

Must be able to maintain a highly positive and friendly professional image, that will reflect well in hotel's overall appearance.

Ability to adhere to hotels grooming standards; policy and procedures

Adaptive and flexible, team player

What Do You Get?

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

What Do You Do Next?

If this position matches your skills and interest, tell us more about yourself by clicking "Apply Online".

IHG is an equal opportunity employer M/F/D/V



Front Office

Primary Location


AMER_North Amer-United States-IL-Chicago




Full Time

About this company
599 reviews
We are one of the world’s leading hotel companies. You’ll know our hotel brands. They are some of the best known and most...