Director of Front Office

Company Description

Rising gracefully above Millennium Park and Chicago's impressive lakefront, Fairmont Chicago, Millennium Park is located conveniently near major cultural attractions, the city's business and financial district and world-renowned shopping along the Magnificent Mile. With beautifully appointed, extraordinarily spacious guestrooms and spectacular suites, Fairmont Chicago, Millennium Park offers a superior and distinctive array of amenities and services, including phenomenal dining experiences, seasonal pop-ups and luxury event space. 

Job Description

The Director of Front Office is a pivotal leadership role in a luxury hotel, responsible for overseeing all Front Office operations and ensuring an exceptional guest experience. This role requires a strong focus on guest satisfaction, operational excellence, and team development. The ideal candidate will possess outstanding communication skills, a keen eye for detail, and the ability to lead a dynamic team in a high-end hospitality environment.

WHAT YOU WILL BE DOING

Reporting to the Hotel Manager, your key responsibilities will be:

1. Guest Experience & Satisfaction:

• Ensure every guest receives a warm and personalized welcome, seamless check-in/check-out processes, and superior service throughout their stay.
• Handle VIP guests, special requests, and unique accommodations with discretion and care.
• Resolve guest complaints and concerns promptly and professionally, ensuring maximum satisfaction.

2. Team Leadership & Development:

• Recruit, train, and mentor front office staff, including Front Desk, Guest Services and Fairmont Gold team members to uphold the hotel’s luxury standards.
• Foster a positive and motivating work environment, ensuring team engagement and adherence to service protocols.
• Conduct regular performance evaluations and provide constructive feedback for professional growth.

3. Operational Excellence:

• Oversee all front office functions, including reservations, guest services, concierge, and night audit.
• Develop and implement efficient processes to optimize operations and reduce wait times without compromising quality.
• Collaborate with other hotel departments to ensure smooth guest experiences and seamless hotel operations.

4. Revenue Management & Budgeting:

• Prepare and manage the front office budget, including payroll, supplies, and training expenses.
• Analyze financial reports and key performance indicators to identify opportunities for growth and improvement.

5. Compliance & Standards:

• Ensure all front office operations comply with local laws, safety regulations, and company policies.
• Uphold the brand’s luxury standards and ensure consistency in service delivery across shifts.                                                    

Qualifications

QUALIFICATIONS:

• Extensive experience within luxury brands within Front Office Operations.
• Previous leadership experience required.
• Previous experience within a Union environment required.
• Demonstrated knowledge of budget planning and financial controls.
• Computer literate in Microsoft Windows applications required.
• University/College degree in a related discipline preferred.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work cohesively as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.      

Additional Information

Salary expectations: Subject to experience, salary range $75,000-$90,000

Visa Requirements: Successful candidates must be legally eligible to work in the United States.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
 
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All your information will be kept confidential according to EEO guidelines.