Front of House Operations Manager

Front of House Operations Manager Travelodge By Wyndham Downtown Chicago - 3.1 Chicago, IL Job Details Full-time $57,000 - $62,000 a year 12 hours ago Benefits Health insurance Paid time off Qualifications Team development Front desk OPERA Property management Senior leadership Full Job Description Primary Job Responsibilities 1. Front Office Leadership and Operations The Front Office Operations Manager is responsible for the overall performance of the Front Office Department and ensuring consistent execution of hotel standards.

Responsibilities include:

Lead daily front desk operations Monitor service delivery throughout all shifts Ensure compliance with front office procedures and SOPs Maintain efficient check-in and check-out processes Ensure proper room inventory management Monitor front office labor and scheduling Support Night Audit operations Review daily reports and operational metrics Ensure front office communication remains accurate and timely 2. Guest Experience and Service Excellence The FOOM owns the guest experience from arrival through departure.

Responsibilities include:

Monitor guest satisfaction and review scores Respond to guest concerns and escalated service issues Lead service recovery efforts Create memorable guest experiences Identify opportunities to improve guest satisfaction Monitor online reviews and guest feedback trends Ensure brand standards are consistently executed Partner with other departments to improve the guest journey 3. Training, Coaching, and Team Development The FOOM is responsible for developing people, not simply managing schedules.

Responsibilities include:

Conduct onboarding for new front desk team members Lead role-playing and service training sessions Provide real-time coaching and feedback Develop departmental training plans Identify future leaders within the department Reinforce SOPs and operational standards Conduct performance reviews Support corrective action and accountability conversations Build a culture focused on growth and development 4. Billing, Reconciliation, and Administrative Operations The FOOM is responsible for ensuring front office administrative functions are accurate and completed on time.

Responsibilities include:

Oversee billing accuracy Manage direct bill accounts Review guest folios and billing discrepancies Support reconciliation processes Monitor credit card and cash handling procedures Review department reports Maintain operational documentation Ensure audit processes are followed correctly Support month-end reporting requirements 5. Group and Revenue Support The FOOM serves as the operational lead for group arrivals and departures.

Responsibilities include:

Coordinate group room blocks Manage group billing and rooming lists Communicate group details with hotel departments Ensure successful group arrivals and departures Support revenue management initiatives Monitor room inventory and availability Assist with special event planning and execution Partner with Sales and Leadership on group opportunities 6. Compliance, Vendor Management, and Operational Support The FOOM ensures the department remains compliant and operationally sound.

Responsibilities include:

Maintain required department documentation Support compliance initiatives and audits Coordinate vendor visits and service providers Ensure required postings and records remain current Assist with policy implementation Monitor adherence to company procedures Support operational improvement projects Partner with leadership on hotel initiatives Manager on Duty Responsibilities When serving as MOD, the FOOM is responsible for: Acting as the primary leadership presence on property Responding to guest concerns and emergencies Conducting hotel walkthroughs Ensuring public spaces remain guest-ready Supporting department leaders with operational challenges Making operational decisions within established authority levels Communicating significant issues to the General Manager Key Performance Indicators (KPIs) Success in this role may be measured through: Guest Experience Guest Review Scores Guest Complaint Resolution Medallia Scores Service Recovery Results Team Development Training Completion Rates Employee Retention Internal Promotions Performance Improvement Financial Performance Billing Accuracy Reconciliation Accuracy Labor Management Direct Bill Collection Support Operational Excellence Audit Compliance SOP Compliance Group Execution Department Communication Leadership Team Engagement Accountability Cross-Department Collaboration Problem Resolution Decision-Making Authority Authorized To Coach and develop team members Adjust schedules Resolve guest concerns within approved guidelines Coordinate vendors Implement training programs Make operational decisions during assigned shifts Recommend hiring decisions Requires General Manager Approval Final disciplinary actions Terminations Budget increases Major operational changes Capital expenditures New vendor contracts

Pay:

$57,000.00 - $62,000.00 per year

Benefits:

Health insurance Paid time off

Work Location:

In person