Job Description
Join Chicago's iconic luxury hotel as a Guest Experience Manager at The Drake Hotel. We seek a passionate hospitality professional to orchestrate unforgettable guest journeys in our historic downtown landmark. Lead our front desk team while elevating service standards through personalized attention and proactive problem-solving. This role offers the opportunity to shape the guest experience at one of Chicago's most celebrated hospitality destinations.
Responsibilities
- Oversee daily front desk operations and staff performance
- Resolve complex guest inquiries and service recovery scenarios
- Collaborate with housekeeping and concierge teams for seamless service delivery
- Implement guest preference tracking systems for personalized experiences
- Conduct regular staff training on service excellence protocols
- Analyze guest feedback and implement improvement initiatives
Qualifications
- 5+ years luxury hotel experience with 2+ years in front desk leadership
- Proven expertise in guest relations and conflict resolution
- Advanced proficiency in Opera PMS and property management systems
- Exceptional communication and multitasking abilities
- Deep knowledge of Chicago attractions and local services
- Valid Illinois Food Handler's certification preferred