Front Office Manager - theWit

theWit Chicago, a Hilton Hotel is a luxury lifestyle hotel located in the heart of downtown Chicago’s Loop and Theater District. Surrounded by premier dining, entertainment, shopping, and corporate offices, the hotel serves a diverse mix of business and leisure travelers in a fast-paced, high-energy hospitality environment.

Position Summary

theWit Hotel is seeking an engaging, friendly, and detail-oriented Front Office Manager to lead the daily operations of the Front Office and Guest Services teams. The Front Office Manager works closely with the Director of Front Office and Director of Operations to ensure exceptional guest service, operational efficiency, and consistent adherence to hotel and Hilton standards.

The Front Office Manager serves as a leader and role model for the team, creating memorable guest experiences while maintaining high standards for service, financial controls, team performance, and operational execution.

Essential Responsibilities

• Oversee the daily operations of the Front Desk and Guest Services functions, including Front Desk, Bell, Doormen, Concierge, and Valet.
• Lead and support the Front Office team in delivering exceptional and consistent guest service.
• Serve as a role model for theWit's service culture and hospitality standards.
• Assist with recruiting, interviewing, hiring, onboarding, training, coaching, and developing Front Office team members.
• Provide regular feedback and performance coaching and administer corrective action in accordance with company policies.
• Create and maintain effective staffing schedules based on occupancy, labor forecasts, business levels, and operational needs.
• Ensure the team is properly prepared for daily arrivals, departures, VIPs, groups, special events, and other business impacting the guest experience.
• Lead hotel communication regarding arrival patterns, company information, events, and other operational matters affecting guest stays.
• Resolve guest concerns and complaints professionally, using sound judgment and effective service recovery techniques.
• Maintain a thorough understanding of Hilton service standards, guest room standards, brand requirements, and operating procedures.
• Serve as a primary point of contact for Hilton guest inquiries, rewards reimbursements, and account-related questions.
• Partner with Accounting to ensure accurate financial reporting, cash handling, guest transactions, account reconciliation, and resolution of discrepancies.
• Maintain appropriate controls over cash, credit card transactions, billing, and other financial responsibilities.
• Protect confidential guest and company information.
• Assist the Director of Front Office and Director of Operations with departmental initiatives, projects, and operational improvements.
• Maintain effective communication and collaboration with all hotel departments.
• Ensure Front Office policies, procedures, and standards are consistently followed.
• Support a positive, inclusive, and engaged work environment that reflects theWit's culture and values.
• Perform other duties and responsibilities as assigned by management

What We’re Looking For –

• Exceptional Customer Service: Creates memorable guest and team experiences and resolves concerns effectively.
• Business & Financial Acumen: Handles transactions, cash, reporting, reconciliations, and confidential information accurately.
• Coach & Trainer: Develops team members through training, coaching, feedback, and performance management.
• Leadership Experience: Effectively leads, motivates, sets expectations, and holds teams accountable.
• Hilton Brand Experience: Hilton systems, standards, and guest service experience preferred.

Additional Qualifications

1. Minimum of 4 years of hotel management experience, with a demonstrated track record in Guest Services, conflict resolution, and service recovery.
2. Front Office and/or Guest Services leadership experience required.
3. Hilton experience strongly preferred.
4. Ability to communicate effectively in the primary language used at the hotel.
5. Ability to maintain a professional appearance and comply with hotel uniform and grooming standards.
6. Flexibility to work a variety of shifts, including mornings, evenings, weekends, and holidays, as required by a 24/7 hotel operation.
7. Reliable and consistent attendance and punctuality.
8. Strong written and verbal communication skills.
9. Ability to effectively prioritize multiple tasks in a fast-paced environment.
10. Strong problem-solving, decision-making, and conflict-resolution skills.
11. Commitment to theWit's culture, where our people are our greatest asset, the guest is the reason behind everything we do, we are genuine and humble in our service approach, and we embrace the diversity of our people, which mirrors the diversity of the guests we serve.

Education

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• High school diploma or GED required.
• Equivalent education and relevant hotel management experience may be considered in lieu of a bachelor's degree.

Essential Physical Requirements

• Ability to stand and walk for extended periods of time and throughout an entire shift.
• Ability to reach, bend, stoop, lift, push, and pull as needed to perform job duties.
• Ability to lift and carry up to 30 pounds.
• Ability to work in front of a computer monitor for extended periods.
• Ability to perform repetitive motions involving the wrists, hands, and fingers.
• Ability to work in a hotel environment with moderate temperature changes.
• Ability to move throughout the hotel as required to oversee operations and assist guests and team members.

Compensation

$65,000-$68,000 per year

Benefits:

We offer a comprehensive benefits package designed to support the health, well-being, and financial security of our employees. Our offerings include:

• Medical Plans: Choice of three plans to meet your healthcare needs.
• Dental Plans: Two options for dental coverage.
• Vision Insurance: Coverage for routine eye care and eyewear.
• Paid Time Off (PTO): To support work-life balance.
• Accident/Hospital Indemnity/Critical Illness plans (new for 2026).
• 401(k) Retirement Plan: Plan for your future with employer contributions.
• Flexible Spending Account (FSA): Pre-tax savings for healthcare and dependent care expenses.
• Life and AD&D Insurance: Employer-provided coverage with additional voluntary options.
• Short-Term Disability (STD): Employer-provided coverage to support you during temporary disability.
• Voluntary Long-Term Disability (LTD): Additional protection for extended disability.
• Commuter Benefits: Save on transit and parking expenses.
• Pet Insurance: Options to support your furry family members.
• Hilton travel discounts and employee room rates worldwide
• Career growth and training opportunities
• Access to wellness programs and employee appreciation events

Please note that eligibility for certain benefits may vary depending on your employment status. Detailed information, including plan summaries and enrollment instructions, will be provided during onboarding or upon request. This summary complies with applicable state laws and is subject to change based on legislative updates or company policies.

E-Verify Participation:

theWit Hotel participates in the U.S. Department of Homeland Security E-Verify program to confirm the employment eligibility of all newly hired employees.

Equal Employment Opportunity:

theWit Hotel and ROOF on theWit are proud to be Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other protected characteristic under applicable law.