Job Description
Join Chicago's premier luxury hospitality destination as our Guest Experience Manager. The Grand Plaza Hotel seeks a dynamic leader to elevate our guest journey through personalized service, team mentorship, and operational excellence. Be the architect of unforgettable moments in our landmark downtown location overlooking Lake Michigan. Enjoy competitive compensation, comprehensive benefits, and growth opportunities within our award-winning portfolio.
Responsibilities
- Lead cross-departmental teams to deliver seamless guest experiences from arrival to departure
- Develop and implement innovative service protocols exceeding luxury brand standards
- Resolve complex guest inquiries with empathy and executive-level problem-solving
- Train and mentor staff on service excellence and operational procedures
- Analyze guest feedback data to drive continuous improvement initiatives
- Collaborate with sales and events teams for VIP guest coordination
- Oversee VIP guest experiences and special occasion arrangements
Qualifications
- 5+ years in luxury hospitality management with 2+ years in guest experience leadership
- Proven track record of achieving high guest satisfaction scores (NPS >90)
- Expertise in Opera, Cloudbeds, or similar hotel management systems
- Certified in Hotel Management (CHIA) or equivalent hospitality degree
- Exceptional conflict resolution and crisis management abilities
- Fluency in English with Spanish language proficiency preferred
- Deep knowledge of Chicago's tourism landscape and local attractions