Front Desk Manager (OEM)

Crescent Hotels & Resorts is seeking an experienced and guest-focused Front Desk Manager to join our team at the Westin Chicago Northwest – Itasca. This position will oversee daily Front Desk operations, lead and develop the team, ensure exceptional guest service, and maintain operational efficiency while supporting hotel revenue and guest satisfaction goals. The ideal candidate is a hands-on leader with strong hospitality experience, excellent problem-solving skills, and the ability to manage daily operations in a fast-paced hotel environment. Key Responsibilities * Oversee daily Front Desk, Driver/Bell services, and guest services operations. * Lead, train, coach, and support Front Desk associates to ensure excellent guest service. * Assist with hiring, scheduling, performance evaluations, and associate development. * Respond to guest requests, concerns, and complaints professionally and promptly. * Monitor guest satisfaction scores and implement improvements based on feedback. * Ensure compliance with Marriott brand standards, hotel policies, and Crescent Hotels & Resorts procedures. * Supervise daily Front Desk operations to maximize efficiency, service quality, and revenue opportunities. * Handle guest escalations and make appropriate decisions to resolve issues. * Coordinate with Housekeeping, Reservations, and other departments to ensure smooth hotel operations. * Support group arrivals, departures, and special guest accommodations. * Maintain accurate Front Desk records, reports, and operational documentation. * Assist with staffing coverage and scheduling based on business needs. * Remain calm and professional during emergencies and high-volume periods. * Perform other duties as assigned. Qualifications * Minimum of 2 years of hotel Front Office or hotel management experience. * Previous supervisory or management experience preferred. * Strong leadership, communication, and guest service skills. * Experience with hotel Property Management Systems (PMS). * Marriott brand experience preferred. * Excellent organizational and multitasking abilities. * Strong problem-solving skills and attention to detail. * Ability to work independently and make decisions in a fast-paced environment. * Flexible availability, including evenings, weekends, and holidays. Work Schedule This is a full-time position requiring 45 hours of work per week, including 40 regular hours and 5 overtime hours. The schedule will primarily consist of PM shifts focused, including weekends and holidays, based on hotel business needs. Additional overtime may be required depending on operational demands. Compensation Potential Annual Earnings: Approximately $65,000, including required overtime. This position is classified as an Overtime Eligible Manager (OEM) – Non-Exempt and is compensated on an hourly basis. * Regular Hourly Rate: $26.32 * Overtime Hourly Rate: $39.48 (1.5 times the regular hourly rate) * Required Weekly Hours: 45 hours (40 regular hours + 5 overtime hours) * Estimated Weekly Earnings: $1,250.20 * Estimated Annual Earnings: $65,010.40 Annual earnings are based on working 45 paid hours per week for 52 weeks. Additional overtime may be required based on business needs, which could result in annual earnings exceeding $65,000. Job Classification & Timekeeping Requirements - Overtime Eligible Manager (OEM) – Non-Exempt Although this position includes management responsibilities, it is classified as non-exempt and eligible for overtime compensation in accordance with applicable wage and hour laws. The Front Desk Manager is required to: * Work a scheduled 45-hour workweek, including 5 hours of overtime. * Clock in and out for every shift using the hotel's timekeeping system. * Accurately record all hours worked, including overtime. * Follow established procedures for meal periods and timekeeping. * Review timecards regularly to ensure accurate payroll processing. * Follow hotel procedures for overtime authorization while ensuring all hours worked are reported. All overtime hours worked beyond 40 hours in a workweek will be compensated at 1.5 times the regular hourly rate, in accordance with applicable law. Why Join Crescent Hotels & Resorts? At Crescent Hotels & Resorts, we are committed to creating a supportive and collaborative workplace where our associates can grow professionally, contribute to operational excellence, and make a meaningful impact. Join our Front Office team and play an important role in delivering exceptional guest experiences while supporting the operational success of the Westin Chicago Northwest. At Crescent Hotels & Resorts, we are a team of hospitality professionals who are deeply connected to and proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, celebrate you, and cheer you on as you shine bright in your career journey. Whether it be our health and wellness programs, best-in-class learning and development, or our travel discounts that "feed your inner explorer," we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us, where You Belong. We Care. Shine Bright. We are looking for our next great team member to join our Front Office leadership team! We are committed to providing you with: * Highly competitive wages * An exceptional benefits plan for eligible associates and their family members * 401(k) matching program for eligible associates * Discounts at Crescent-managed properties across North America for you and your family members * Employee meals while on duty * Great work culture