Front Office Manager
Hyatt Hotels
Chicago, IL
Description Defining the Standard, Leading with Grace- Join the prestigious Park Hyatt Chicago as our Front Office Manager! ABOUT US Park Hyatt Chicago is a Forbes Four-Star luxury hotel located in the heart of Chicago's Gold Coast, where refined design, intuitive service, and cultural sophistication converge. Overlooking Lake Michigan, our hotel offers a residential sense of luxury-elegant, artful, and deeply personal. Guided by the Forbes Travel Guide service ethos, we believe true luxury is rooted in emotional connection, anticipation, and consistency. Every guest interaction is an opportunity to create a lasting impression-delivered with warmth, discretion, and purpose. The Front Office is the first and final expression of this philosophy. THE ROLE: As Front Office Manager , you are the curator of the guest arrival and departure experience and a senior leader within the Rooms Division. You set the tone for service excellence, ensuring that every touchpoint reflects Forbes standards of graciousness, personalization, and anticipatory service.
You will lead all Front Office operations, directly overseeing Assistant Front Office Managers and front-of-house teams including the Front Office Hosts, Bell & Door Attendants, Communication Center Agents, Concierge, and the Spa. Through visible leadership and disciplined execution, you will ensure service delivery is consistent, intuitive, and effortless-across every shift, every guest, every stay.
This role requires mastery of both emotional intelligence and operational discipline. You will actively engage with guests, personally manage VIP and Forbes-recognized traveler experiences, and lead service recovery with composure, empathy, and authority. Equally, you will develop talent, reinforce standards, and hold the team accountable to the highest level of luxury hospitality. Click here to spend a 'day in the life' of a hospitality professional at a full-service hotel via our virtual reality experience. KEY RESPONSIBILITIES (May include, but not limited to) :
You will lead all Front Office operations, directly overseeing Assistant Front Office Managers and front-of-house teams including the Front Office Hosts, Bell & Door Attendants, Communication Center Agents, Concierge, and the Spa. Through visible leadership and disciplined execution, you will ensure service delivery is consistent, intuitive, and effortless-across every shift, every guest, every stay.
This role requires mastery of both emotional intelligence and operational discipline. You will actively engage with guests, personally manage VIP and Forbes-recognized traveler experiences, and lead service recovery with composure, empathy, and authority. Equally, you will develop talent, reinforce standards, and hold the team accountable to the highest level of luxury hospitality. Click here to spend a 'day in the life' of a hospitality professional at a full-service hotel via our virtual reality experience. KEY RESPONSIBILITIES (May include, but not limited to) :
- Lead Front Office, Guest Services, and Spa operations in alignment with Forbes Travel Guide standards and Park Hyatt brand expectations
- Champion a culture of warmth, presence, and personalization, ensuring service is anticipatory rather than reactive
- Serve as a visible leader in the lobby and public spaces, engaging with guests and modeling luxury service behaviors
- Oversee VIP arrivals, repeat guest recognition, and complex itineraries with precision and discretion
- Drive guest satisfaction, loyalty metrics, and Forbes-related performance indicators
Execute thoughtful, empathetic service recovery that strengthens guest trust and emotional connection - Recruit, train, and develop front-of-house leaders and colleagues with a focus on service excellence and consistency
- Conduct regular coaching, performance evaluations, and service calibration aligned with Forbes competencies
- Partner with Housekeeping, Food & Beverage, Engineering, Security, and Revenue teams to deliver a seamless Rooms Division experience
- Act as Manager on Duty as required, representing Park Hyatt Chicago with professionalism and authority
- Health Insurance Eligibility: Available after 30 days of employment
- 401(k) Eligibility: Available after 30 days of employment
- 401(k) Matching Contribution: Eligible after 1 year of employment (limited match)
- Monthly Fitness Membership Reimbursement: Available up to a specified limit
- Qualified Parking & Transportation Tax Exemption: Subject to eligibility
- Paid Time Off & Holidays: Provided according to company policy
- Discounted Colleague Rate Room Nights: Available based on room availability
- Complimentary Room Nights: Offered based on availability
- Complimentary Meals: Available in the colleague dining room
- On-Site Bike Rack: Provided for colleague use
- Experience: 5+ years of progressive Front Office or Rooms Division leadership experience within a Forbes-rated or comparable luxury hotel environment
- Education: Degree in Hospitality or Hotel Management or CMT Program completion preferred
- Luxury Service Expertise: Deep understanding of Forbes Travel Guide service standards, emotional engagement, and service sequencing
- Leadership Presence: Polished, composed, and approachable leader who inspires confidence and accountability
- Emotional Intelligence: Demonstrated ability to read guest cues, anticipate needs, and personalize service with discretion
- Service Recovery Mastery: Proven success resolving complex guest concerns with empathy, ownership, and precision
- Communication Excellence: Refined verbal and written communication skills; comfortable leading briefings and high-level guest interactions
- Operational Acumen: Strong working knowledge of Opera PMS or similar systems, labor management, and front office controls
- Calm Under Pressure: Ability to maintain poise and clarity in a fast-paced, high-expectation luxury environment
- Schedule Flexibility: Willingness to work varied shifts, including evenings, weekends, and holidays
Posted 2026-02-11
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