Experience the Windy City from the heart of it all. Loews Chicago Hotel, situated steps from Navy Pier and Magnificent Mile, offers guests spectacular city skyline and lake views, while enjoying the comforts of home. Welcome to City Sophistication where convenience and relaxation meet. We are seeking a Director of Front Office to direct and supervise the operational activities of the guest services teams to the appropriate levels of service and quality as defined by Loews Hotels. The Director of Front Office will ensure the guest service team is exceeding expectations for telecom, front desk and concierge services as desired by the guest. Overall responsibilities include room type management, training, team relations, communication, cash handling, day to day supervision in partnership with the front office leadership. The Director of Front Office directs the exceptionally friendly, professional, and efficient welcome registration, rooming and account settlement for hotel guests. Ensures prompt and complete satisfaction of guest requests and professional and timely resolution of guest complaints. Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies. Liaises with Valet Parking provider to ensure smooth operation consistent with hotel standards. Trains, monitors and supervises the performance of all guest services employees. Job Specifics Ensures the coordination of all aspects of curbside check-in Ensures the coordination of the exceptionally friendly, professional and seamless reception, registration, rooming and account settlement for all hotel guests Ensures the satisfaction of all guest requests and the resolution of all complaints received by the Guest Services Team Development and updating of guest rooming procedures Development and management of repeat guest and VIP service programs Ensures adherence to all hotel cashier and credit policies Monitors cashier accuracy and over and short data, taking action and providing additional training as necessary Monitors hotel Credit Limit Report on a daily basis, ensuring timely payments on accounts Establishes and ensures adherence to all Loews Hotels Star Service Standards Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns Works closely with the VIP Services Manager to coordinate VIP arrivals/departures Interacts frequently with guests to ensure total satisfaction with hotel services Recruiting and interviewing all Guest Services staff Provides training for all Guest Services employees Ensures adequate training of all Guest Services staff to take after-hours reservation calls Evaluates individual employee performance, determining improvement and training needs and advancement requirements Familiar with and able to troubleshoot problems with following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, PMS interface control Reviews/maintains daily payroll reports/records, maintaining labor costs within forecasted budgetary guidelines Coordinates hotel participation in Loews First and other corporate marketing programs Monitors the occupancy status of all due-out rooms Maintains accurate records detailing hourly house counts Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Guest Services personnel Oversees the pre-blocking of rooms for VIP’s and guests with special requests Works with Conference Managers and Sales Managers to satisfy all special group requests Pre-registers special guests and maintains up-to-date system status Ensures the provision of all appropriate information and collateral materials to package guests Ensures optimal communication and exchange of information with Concierge Ensures accurate communication of information to guests regarding all hotel facilities and operating hours Coordinates and oversees group remote check-ins Ensures the clean and excellent condition of front drive, lobby and Front Desk area Attends appropriate meetings and seminars Maintains inventories of office supplies Other duties as assigned General Promotes and applies teamwork skills at all times Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance Is polite, friendly, and helpful to guests, management and fellow employees Executes emergency procedures in accordance with hotel standards Complies with required safety regulations and procedures Attends appropriate hotel meetings and training sessions Maintains cleanliness and excellent condition of equipment and work area Complies with hotel standards, policies and rules Remains current with hotel information and changes Qualifications Minimum two to three years Front office or guest services management with at least one year supervisory experience Extensive knowledge of all hotel departments Excellent and demonstrated communication skills: written and verbal Outstanding and proven guest service skills Organizational skills Ability to work weekends, evenings, holidays as necessary, required Experience with hotel property management systems. Opera preferred. A Bachelors degree in hospitality management and/or business is preferred but not required Headquartered in New York City, Loews Hotels & Co is rooted in deep heritage in the hotel industry and excellence in service. As one of the only independently owned family hotel companies, we know that hospitality comes from the heart. Loews Hotels & Co owns and operates hotels and resorts across the U.S. and Canada. Located in major city centers and resort destinations, including multiple hotels in partnership with Universal Orlando Resort, Loews Hotels & Co features properties grounded in family heritage and dedicated to delivering unscripted guest moments, all with a locally handcrafted approach. We pride ourselves on the individuality and uniqueness of our offering. Joining Loews Hotels & Co means not just gaining a job, it means becoming a part of a family. A family where Team Member growth and empowerment are part of our DNA and have been for decades. We offer progressive benefits including paid parental leave, 401K matching and travel benefits, and opportunities for ongoing learning and development. But beyond that, as a member of the Loews Hotels family, you are part of a culture of diversity and inclusion, one that works hard to protect our environment with eco-friendly and sustainability programs, and one that is always a good neighbor to their communities, supporting them in ways large and small. We welcome you to join us. Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.