Assistant Front Office Manager Job at Marriott Bonvoy (Chicago)

Job Description

We are seeking an experienced and service-driven Assistant Front Office Manager to support the daily operations of our Front Office team. This leadership role is ideal for a hospitality professional who is passionate about creating exceptional guest experiences, developing high-performing teams, and driving operational excellence. The Assistant Front Office Manager will oversee front office operations, lead guest service initiatives, support associate development, and ensure brand and company standards are consistently met. This position plays a key role in delivering a seamless guest experience from arrival through departure while maintaining a positive and engaging work environment for associates. This is an OEM (Overtime Eligible Manager) position. In accordance with Illinois labor laws, overtime applies to hours worked beyond 8 hours in a day or 40 hours in a workweek. This position typically works approximately 45 hours per week, providing additional earning potential while maintaining an active leadership role within hotel operations.

Job Responsibility

Lead and support Front Office and Guest Experience associates in delivering exceptional guest service and hospitality
Recruit, interview, onboard, train, coach, and develop team members while supporting performance management initiatives
Oversee daily front desk operations to ensure compliance with company, brand, and departmental standards
Respond to guest requests, concerns, and service recovery situations in a professional and timely manner
Champion Marriott Bonvoy or other brand loyalty programs through guest enrollment initiatives and associate engagement
Utilize Lightspeed PMS to manage reservations, room assignments, guest profiles, billing, and operational workflows
Create and manage associate schedules to ensure appropriate staffing levels and labor efficiency
Review payroll, timecards, and punch corrections for accuracy and compliance
Develop and maintain departmental Standard Operating Procedures (SOPs) and operational best practices
Manage gift shop inventory, ordering, and retail operations as needed
Maintain a visible leadership presence during high-volume periods, special events, and emergency situations
Partner with Housekeeping, Engineering, Food & Beverage, Security, and other departments to deliver a seamless guest experience
Promote a culture of accountability, teamwork, inclusion, and continuous improvement

Requirements

Two or more years of Front Office, Guest Services, or Rooms Operations leadership experience in a hotel environment
Experience with Lightspeed PMS
Experience working in Marriott or other major branded hotel environments
Knowledge of brand service standards, quality assurance audits, and compliance requirements
Experience promoting Marriott Bonvoy or similar hotel loyalty programs
Experience managing payroll processes, timecard reviews, and punch corrections
Experience creating schedules and managing labor productivity
Experience developing and maintaining Standard Operating Procedures (SOPs)
Experience managing hotel gift shop inventory and retail operations
Demonstrated ability to coach, counsel, and develop associates
Experience leading Front Desk Agents, Front Desk Supervisors, Night Auditors, Bell Staff, Drivers, and Security associates
Passion for hospitality and creating personalized guest experiences

What we offer

Medical, Dental, and Vision Insurance
401(k) Retirement Plan with Company Match
Employee Hotel Discount Program
Complimentary Meals During Scheduled Shifts
Free On-Site Parking
Company-Paid Life Insurance
Flexible Spending Accounts (FSA)
Voluntary Benefits, including Accident, Critical Illness, Hospital Indemnity, and Additional Life Insurance
Paid Time Off and Holiday Pay
Professional Development and Career Growth Opportunities

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Assistant Front Office Manager

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