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Administrative
Office Manager
Matteson, IL
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Delta Hotels by Marriott & Fairfield Inn & Suites by Marriott |
Matteson, Illinois Department:
Front Office /
Rooms Division Reports To:
General Manager /
Director of Hotel Operations Position Type:
Full-Time Salary:
$50,000-$55,000 annually
Schedule:
Open and Flexible Availability
POSITION SUMMARY
The Front Desk Manager is responsible for the overall leadership, daily operation, and performance of the Front Office departments for the Delta Hotels by Marriott and Fairfield Inn & Suites by Marriott dual-brand properties . This is a hands-on leadership position requiring a strong hotel operations professional with extensive Front Office experience and demonstrated proficiency with LightSpeed . The Front Desk Manager is responsible for leading the Front Desk team, maintaining Marriott service standards, managing staffing and scheduling, overseeing guest service and recovery, ensuring accurate reservations and billing, monitoring Front Office performance, and maintaining operational and financial controls. The ideal candidate is a strong hotel leader, trainer, problem solver, and hospitality professional who understands that the Front Desk is the central communication hub of the hotel. The Front Desk Manager must be highly proficient in LightSpeed and comfortable using the system daily to manage reservations, check-ins, check-outs, room assignments, guest profiles, folios, billing, payments, room status, reports, and other Front Office functions.
KEY RESPONSIBILITIES FRONT OFFICE OPERATIONS
Oversee all daily Front Office operations for both Delta Hotels and Fairfield Inn & Suites. Ensure efficient and accurate check-in and check-out operations. Monitor daily arrivals, departures, VIPs, groups, special requests, and room assignments. Ensure accurate room status and coordination with Housekeeping. Monitor Front Desk staffing levels and operational coverage. Ensure all Front Desk procedures are consistently followed. Review daily Front Office reports and operational information. Ensure appropriate completion of opening, closing, and shift procedures. Maintain accurate Front Office records and documentation. Identify operational challenges and implement effective solutions. Maintain a strong management presence at the Front Desk and throughout the lobby. Step in and assist with Front Desk operations during high-volume periods.
LIGHTSPEED SYSTEM EXPERTISE
Extensive hands-on LightSpeed experience is required. The Front Desk Manager must be highly proficient in LightSpeed and capable of using the system confidently in a fast-paced hotel environment.
Responsibilities include:
Manage reservations within LightSpeed. Complete guest check-ins and check-outs. Create and modify reservations. Manage room assignments. Review and maintain guest profiles. Manage guest folios and billing. Process and verify guest payments. Review room rates and reservation information. Monitor room status and discrepancies. Review Front Office reports. Identify and correct system or reservation discrepancies. Assist associates with LightSpeed questions and troubleshooting. Train Front Desk associates on proper LightSpeed procedures. Ensure accurate data entry and documentation. Maintain accurate guest information. Utilize LightSpeed reporting to monitor Front Office operations. Ensure Front Desk associates follow established LightSpeed procedures. Troubleshoot operational issues and escalate system concerns when necessary. Candidates must be able to demonstrate meaningful, hands-on LightSpeed experience. General PMS experience alone is not sufficient.
LEADERSHIP & TEAM MANAGEMENT
Lead, coach, develop, and motivate Front Desk associates. Supervise Front Desk Supervisors, Agents, and Night Audit staff. Establish clear performance expectations. Conduct regular coaching and performance discussions. Address performance issues promptly and professionally. Recognize associates who demonstrate exceptional service. Participate in hiring and interviewing Front Office associates. Assist with onboarding and orientation. Develop effective training programs for Front Office staff. Ensure associates understand Marriott service standards and hotel procedures. Create a culture of accountability, teamwork, and hospitality. Maintain appropriate staffing levels based on occupancy and business demands. Ensure associates are properly trained in LightSpeed and Front Office procedures.
MARRIOTT SERVICE STANDARDS
The Front Desk Manager is a key leader and champion of Marriott service culture .
Responsibilities include:
Ensure every guest is greeted warmly and professionally. Reinforce genuine hospitality throughout the Front Office. Ensure associates anticipate guest needs. Monitor guest interactions and coach associates as necessary. Establish clear expectations for guest service. Ensure guest complaints are handled promptly and professionally. Lead effective service recovery. Maintain professional Front Desk and lobby presentation. Ensure both brands consistently deliver their respective Marriott standards. Conduct regular service observations and coaching. Review guest feedback and identify opportunities for improvement. Hold associates accountable for consistently delivering exceptional service.
GUEST SATISFACTION & SERVICE RECOVERY
Take ownership of escalated guest concerns. Listen carefully and demonstrate empathy. Resolve complaints professionally and effectively. Develop appropriate service-recovery solutions within company guidelines. Follow up with guests after significant concerns. Monitor guest satisfaction scores and feedback. Identify recurring complaints and develop corrective action plans. Communicate guest feedback to department leadership. Work with other departments to resolve operational issues affecting guest satisfaction. Ensure associates understand the importance of proactive guest service.
MARRIOTT BONVOY
Ensure proper recognition of Marriott Bonvoy members. Train associates on applicable Bonvoy service expectations. Monitor member recognition and guest engagement. Assist with escalated Bonvoy concerns. Ensure eligible members receive appropriate benefits and recognition. Monitor Bonvoy-related guest feedback. Promote Marriott Bonvoy enrollment and engagement when appropriate. Ensure guest preferences and special requests are communicated appropriately.
RESERVATIONS & ROOM MANAGEMENT
Monitor reservation activity and room inventory. Review occupancy and arrival/departure patterns. Monitor room availability and room-type inventory. Assist with room assignments and room moves. Review rate and reservation discrepancies. Coordinate with Sales and Revenue Management as needed. Support upselling initiatives. Monitor opportunities to maximize room revenue while maintaining guest satisfaction. Assist with group arrivals and special events. Ensure reservation information is accurate and complete. Utilize LightSpeed to maintain accurate reservation and room information.
STAFFING & SCHEDULING
Prepare Front Office schedules based on occupancy and business needs. Ensure appropriate coverage for both properties. Monitor overtime and labor costs. Adjust staffing based on occupancy fluctuations. Ensure adequate leadership coverage on all shifts. Assist with call-offs and staffing emergencies. Maintain flexibility to provide operational coverage when necessary. Ensure Front Desk associates receive appropriate breaks and meal periods according to company policy and applicable law.
FINANCIAL & CASHLESS OPERATIONS
The hotel operates as a cashless property . The Front Desk Manager is responsible for ensuring accurate financial and payment procedures throughout the Front Office.
Responsibilities include:
Ensure all electronic payment procedures are followed. Review guest folios for accuracy. Monitor payment discrepancies. Review Front Desk financial transactions. Work closely with Night Audit to identify and resolve discrepancies. Ensure appropriate credit-card authorization procedures. Protect guest payment information. Monitor Front Desk financial controls. Review daily financial and operational reports. Ensure cashless payment procedures are consistently followed. Utilize LightSpeed to verify accurate billing and payment information.
NIGHT AUDIT OVERSIGHT
Ensure Night Audit procedures are completed accurately and on time. Review Night Audit reports as required. Investigate significant discrepancies. Ensure daily revenue and room charges are accurately posted. Monitor overnight Front Desk operations. Ensure proper communication between Night Audit and the morning Front Desk team. Address recurring audit issues through coaching and training. Ensure LightSpeed-related audit and posting procedures are completed accurately.
COMMUNICATION & CROSS-DEPARTMENT LEADERSHIP
The Front Desk Manager serves as a critical communication link between hotel departments. Maintain strong communication with Housekeeping. Coordinate with Maintenance/Engineering regarding guest rooms and hotel issues. Partner with Food & Beverage regarding guest needs and hotel services. Work with Sales regarding groups and special requests. Communicate effectively with General Management and hotel leadership. Participate in daily operations meetings. Ensure important information is communicated between shifts. Maintain effective communication between both properties. Ensure guest information and operational updates are properly documented.
SAFETY & SECURITY
Ensure Front Office associates understand and follow hotel safety procedures. Maintain awareness of hotel security concerns. Ensure guest privacy and confidentiality. Review incident reports and escalate significant issues. Ensure lost-and-found procedures are followed. Maintain appropriate control of guest keys and access information. Support emergency procedures. Conduct or coordinate appropriate security checks when necessary.
TRAINING & DEVELOPMENT
The Front Desk Manager is responsible for building a knowledgeable and service-focused Front Office team. Develop and implement Front Office training. Train associates on Marriott service standards. Train associates on guest recovery. Train associates on LightSpeed procedures. Train associates on reservations, room assignments, check-in, and check-out. Train associates on payment and billing procedures. Train associates on Marriott Bonvoy. Conduct ongoing service coaching. Cross-train associates whenever possible. Identify high-potential associates and support their development. Ensure new associates demonstrate proficiency in LightSpeed before working independently.
PROFESSIONAL STANDARDS
The Front Desk Manager is responsible for ensuring the Front Office consistently maintains a professional appearance and environment. Maintain a polished and professional appearance. Wear appropriate professional attire or required uniform. Ensure Front Desk associates meet grooming and uniform standards. Maintain a clean and organized Front Desk and lobby. Ensure associates remain visible and engaged. Personal cell phone use is not permitted while working , except when authorized by management. Address professionalism concerns promptly. Maintain a respectful and accountable workplace culture. Lead by example at all times.
REQUIRED QUALIFICATIONS
Minimum 3-5 years of hotel Front Office experience preferred. Previous Front Desk supervisory or management experience required. Marriott hotel experience strongly preferred. Extensive hands-on LightSpeed experience is required. Demonstrated proficiency with LightSpeed reservations, check-in/check-out, room assignments, guest profiles, folios, billing, payments, room status, and reporting. Strong understanding of hotel Front Office operations. Experience managing Front Desk operations in a high-volume hotel environment preferred. Marriott Bonvoy knowledge preferred. Strong guest-service and service-recovery skills. Excellent verbal and written communication skills. Strong leadership, coaching, and associate-development abilities. Strong organizational and time-management skills. Ability to analyze Front Office and operational reports and identify discrepancies. Strong problem-solving and decision-making skills. Ability to manage multiple priorities in a fast-paced hotel environment. Professional appearance and demeanor. Ability to work independently and as part of a leadership team. Must be comfortable providing hands-on operational support at the Front Desk and working directly in LightSpeed during busy periods.
SCHEDULE & AVAILABILITY
Open and flexible availability is required. The Front Desk Manager must be available to support the hotel based on business needs and may be required to work: Morning shifts Afternoon shifts Evening shifts Weekends Holidays High-occupancy periods Group arrivals and departures Special events Staffing emergencies Schedule adjustments based on operational needs This is a leadership position and requires flexibility to support the Front Office when operational demands require additional management presence.
COMPENSATION
$55,000-$60,000 annual salary Final compensation will be based on qualifications, hotel experience, leadership experience, LightSpeed proficiency, and overall suitability for the position.
PERFORMANCE EXPECTATIONS
Success in this position will be measured by: Guest satisfaction and service scores. Marriott brand compliance. Front Office operational efficiency. Associate performance and retention. Effective training and development. Guest complaint resolution. Marriott Bonvoy recognition. Check-in and check-out accuracy. Reservation accuracy. LightSpeed accuracy and proficiency. Payment and folio accuracy. Night Audit accuracy. Front Office labor management. Effective communication with other departments. Professional appearance and conduct. Cleanliness and organization of the Front Desk and lobby. Consistent leadership and accountability.
OUR EXPECTATION
The Front Desk Manager is expected to be a visible, hands-on leader who sets the standard for the Front Office team . This individual must be willing to step away from the office and actively support the operation, especially during high-volume periods, guest arrivals, departures, and service-recovery situations. The Front Desk Manager must be highly proficient in LightSpeed and capable of supporting associates with the system while maintaining accuracy and efficiency. We are looking for a leader who understands that Marriott service culture starts with leadership . The Front Desk Manager must create a culture where associates are trained, supported, held accountable, and empowered to provide exceptional hospitality. Every shift should begin with a clear plan, every associate should understand the expectations, every LightSpeed transaction should be accurate, and every guest should leave feeling welcomed, valued, and confident in the service they received.
