Director of Front Office

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.

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.