Hotel Manager

Chicago, IL, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Health Insurance

401K Matching

Travel Discounts

Operational incentive plan

Paid Time Off

Employee assistance program

Discounts at Crescent and Marriott properties

Job Description

Crescent Hotels & Resorts is a prominent hospitality company known for delivering exceptional guest experiences across its portfolio of upscale properties in North America. With a dedicated team of hospitality professionals, Crescent Hotels & Resorts places great emphasis on creating a supportive and inclusive work environment where associates are empowered to be their authentic selves and grow their careers. The company is committed to fostering a culture of care, recognition, and professional development through robust health and wellness programs, best-in-class learning opportunities, and attractive travel discounts for employees and their families. As a part of Crescent Hotels & Resorts, employees are not only valued at work but are also offered comprehensive benefits designed to support their overall wellbeing and career aspirations.

This role presents an exciting opportunity for a motivated hospitality professional to join Crescent Hotels & Resorts in a leadership capacity, focusing on the management and enhancement of the hotel’s Rooms Division. The position is designed for someone with a strong background in upscale hotel operations who is passionate about delivering high-quality guest experiences and operational excellence. The chosen candidate will oversee daily quality processes, enforce compliance with Crescent's standards, and lead service recovery initiatives to ensure guest satisfaction remains at the forefront. Leadership responsibilities extend to managing and mentoring supervisory staff, guiding departmental managers, and fostering an environment of continuous improvement and accountability. This role also requires active involvement in key operational tasks such as budgeting, forecasting, staffing, cost controls, and security oversight within the Rooms Division.

As part of the leadership team, the candidate will work closely with the Area General Manager to implement policies, solve operational issues, and participate in strategic meetings that drive the hotel’s success. The role demands excellent problem-solving skills, strong communication abilities, and a calm demeanor, especially during high-pressure situations or emergencies. The ability to analyze guest feedback and operational metrics is essential to making informed decisions and coaching teams towards enhanced performance. The company emphasizes teamwork, open communication, and a proactive approach to managing hotel operations and guest services. Ideal candidates will have at least three years of experience in similar roles within full-service upscale hotels, with prior exposure to Marriott brand standards being highly desirable. This leadership position not only offers a chance to shape exceptional hospitality experiences but also to be rewarded with a competitive compensation package, incentive plans, and an array of benefits including 401K matching, comprehensive health plans, and exclusive discounts at Crescent and Marriott properties worldwide. Joining Crescent Hotels & Resorts means becoming part of a caring, driven community dedicated to shining bright in the hospitality industry.

Job Requirements

Minimum of 3 years of experience in a similar role in full service upscale hotels
Knowledge of hotel operations including Housekeeping, Front Office, Food and Beverage
Strong leadership and interpersonal skills
Ability to manage and motivate teams
Excellent communication skills both verbal and written
Proven ability to resolve guest service issues
Proficient in budgeting and expense forecasting
Willingness to work flexible hours
Ability to remain calm under pressure
Must comply with attendance policies

Job Qualifications

Minimum of 3 years of experience in a similar role in full service upscale hotels
Knowledge of all operations of the hotel to include but not limited to, Housekeeping, Front Office, Food and Beverage
Experience with Marriott brand standards is highly desired
Strong leadership and communication skills
Ability to handle guest complaints effectively
Proficient in budgeting and forecasting
Exceptional problem-solving abilities
Ability to work under pressure and in emergency situations
Excellent organizational and time management skills

Job Duties

Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution
Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly
Provide guidance and leadership to the Rooms Division, ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate
Communicate both verbally and in writing to provide clear direction to staff
Assign and instruct Department Managers in details of work
Observe performance and encourage improvement
Monitor hotel occupancy and make staffing adjustments accordingly
Supervise and review cost and inventory controls
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
Prepare written correspondence to guests
Remain calm and alert especially during emergency situations and heavy hotel activity
Plan and implement detailed steps or problem resolution by using experienced judgment and discretion
Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including Telephone, Housekeeping Services, Front Office, Concierge and Guest Services
Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses
Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed
Work closely with the Area General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency
Solve problems of detail that come up in the course of the work
Plan, organize, chair, attend and/or participate in various hotel meetings such as Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings
Comply with attendance rules and be available to work on a regular basis
Perform any other job related duties as assigned