Property About Us Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company! Location Description Welcome to W Chicago - City Center, a distinguished property in the Pyramid Global Hospitality portfolio. Located in the bustling heart of Chicago, Illinois, our hotel features 403 stylish guest rooms and 12,589 sq ft of versatile meeting space, creating an exceptional environment for both guests and employees. At W Chicago - City Center, we pride ourselves on delivering outstanding service and creating memorable experiences. As a member of our team, you'll work in a dynamic and supportive setting, surrounded by the vibrant energy and iconic architecture of Chicago. We offer diverse positions across various departments, including guest services, food and beverage, housekeeping, spa and wellness, sales and marketing, and more. Joining our team means becoming part of a close-knit community that values teamwork, professionalism, and a passion for excellence. We provide comprehensive training programs to ensure our employees have the skills and knowledge needed to excel in their roles. If you are a dedicated and enthusiastic individual with a passion for hospitality, we invite you to explore the exciting career opportunities available at W Chicago - City Center. Take the first step towards a rewarding career by applying today. Overview Position Overview: W Chicago - City Center is seeking an experienced and dynamic Front Office Manager to lead the front office operations at our vibrant, luxury property. The ideal candidate will be passionate about delivering exceptional guest experiences, fostering a welcoming atmosphere, and driving operational excellence in alignment with the W brand’s unique style and culture. As a Front Office Manager, you will have the opportunity to lead a talented team, innovate guest experiences, and advance your career within Marriott International’s global portfolio of brands. Essential Functions: Provides the highest quality of service to the customer at all times. Maintains and improves guest service and courtesy control programs. Accountable for GSS scores and improvement. Manages any guest problem or complaint in a professional and hospitable manner. Adheres to all work rules, procedures and policies established by the company, including but not limited to, those contained in the WHG Employee Handbook. Monitors and ensures compliance with all WHG Policies and Procedures and ensures adherence to the WHG Employee Conduct Policy. Wears proper uniform and name tag at all times in accordance with the Standards of Personal appearance. Monitors Front Desk Uniform standards. Ensures that the Front Desk area is maintained in a clean and orderly manner. Maintains adequate levels of Front Office supplies. Has a thorough knowledge of Property Management System and downtime procedures. Coordinates and creates schedules weekly based on the occupancy forecast and provides forecast of productivity index for the week which meets PI goal. Schedule is to be approved by Assistant Manager and posted on Wednesday each week. Have a thorough knowledge of Guest Service Satisfaction system and scores. Ensure s scores are updated in the department and explained to all team members. Respond appropriately to any surveys assigned to you. Resolves Guest Challenges and takes appropriate action to ensure 100% Guest satisfaction. Attends weekly meeting (Staff meeting, GSS and other deemed necessary) to be informed of Hotel business and to inform othe department supervisors and managers of schedule needs. Participates in the hiring process. Understands the Gallup process and standards. Completes all associates reviews accurately and timely per deadlines provided by Human Resources. Interprets job specifications to Front Desk staff and assigns duties. Initiates or suggests plans to motivate employees to achieve work-related goals. After service training, assists in ensuring staff continues to learn the importance of excellent service. Promotes teamwork and employee morale. Analyzes and resolves work problems or assist employees in solving work problems. Coaches and counsels employees to encourage positive behaviors and correct negative behaviors. Recommends or initiates personnel actions, such as promotions, transfers, discharges, and disciplinary measures. Interviews applicants, orients and trains new employees. Conducts ongoing training of all Front Desk employees to increase job knowledge and skill level. Conducts a monthly department meeting to review new procedures and solicits input from all employees. Computes time cards daily, monitors overtime (overtime should be approved by management). Inputs weekly payroll as required and properly store previous weeks’ time cards. Completes weekly progress report and reconciles with payroll register. Ensures that all employees are adhering to Front Desk credit policies and procedures to minimize bad debts and rebates. Completes shift end and period end tasks, including critique of cash over and short, and inventories. Ensures that every effort is made to attain the best possible average rate and room occupancy. Ensures that the Hotel is balanced daily and that discrepancies are communicated to Management and Bookkeeping. Checks to be sure counts are accurate and that proper departments are notified of selling status. Coordinates preparation of the weekly forecast and weekly work schedule and posts by Wednesday of each week. Has a sound knowledge of all emergency procedures. Interprets company policies and provides a safe working environment by ensuring compliance with safety programs. Acts as Manager on Duty and is responsible for the Hotel operation on a regular basis. Has a working knowledge of the maintenance and operating procedures of all departmental equipment. Monitors and critiques adherence to the established budget. Other duties as assigned of which the employee is capable of performing. Qualifications The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using another combination of skills and abilities. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills required. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Education: Associates Degree required Experience: Two years combined prior front desk and supervisory experience preferred. Other: Applicants with additional language skills preferred. Note: The hotel functions seven (7) days a week and twenty-four (24) hours per day. All employees, both management and hourly, must realize this fact and be aware that at times it may be necessary to move an employee from their accustomed shift as business demands. Compensation Range The compensation for this position is $55,000.00/Yr. - $65,000.00/Yr. based on qualifications and experience.