Job Description
Join our award-winning luxury hotel in downtown Chicago as we seek an exceptional Guest Experience Manager to create unforgettable moments for our discerning clientele. This pivotal role combines hospitality excellence with operational leadership in one of America's most vibrant destinations. We offer competitive compensation, comprehensive benefits, and unparalleled career growth in the heart of Illinois' thriving hospitality industry.
Responsibilities
- Lead front desk operations with 5-star service standards for premium clientele
- Train and mentor guest service team on personalized hospitality techniques
- Resolve complex guest inquiries with creative solutions exceeding expectations
- Coordinate VIP experiences including transportation, dining, and event arrangements
- Analyze guest feedback to implement service improvement initiatives
- Collaborate with housekeeping, concierge, and F&B departments for seamless operations
- Manage digital guest communication platforms (email, chat, social media)
- Oversee room inventory optimization and dynamic pricing strategies
Qualifications
- 5+ years luxury hotel experience with 3+ years in guest leadership roles
- Proven ability to deliver exceptional guest experiences in premium markets
- Expert knowledge of Opera PMS and property management systems
- Strong conflict resolution skills with diplomatic communication abilities
- Fluency in English; multilingual skills highly desirable
- Valid Illinois Food Handler's Certificate and CPR certification
- Availability to work flexible schedules including nights, weekends, and holidays
- BS/BA in Hospitality Management or equivalent certification preferred