Job Description
Join Chicago's premier luxury hotel as our Guest Experience Manager and redefine hospitality excellence. At The Magnolia Grand, we blend timeless elegance with innovative service to create unforgettable moments for our discerning clientele. This pivotal role demands a visionary leader who thrives in dynamic environments and is passionate about crafting personalized guest journeys. You'll oversee all guest touchpoints, mentor a high-performing team, and drive operational excellence across our 5-star property. With competitive benefits, professional development opportunities, and a vibrant downtown Chicago location, this is your chance to elevate your career in hospitality's most exciting market.
Responsibilities
- Lead, train, and mentor a team of 15+ hospitality professionals to deliver exceptional guest service
- Oversee all front desk operations, including check-in/check-out processes, VIP arrangements, and complaint resolution
- Develop and implement innovative guest experience strategies to increase satisfaction scores by 20%
- Collaborate with F&B, Housekeeping, and Concierge departments to ensure seamless guest journeys
- Analyze guest feedback and operational data to identify improvement opportunities
- Manage departmental budget, inventory control, and expense optimization
- Coordinate with sales team for group bookings and corporate partnerships
Qualifications
- Bachelor's degree in Hospitality Management or related field required
- Minimum 5 years luxury hotel experience with 2+ years in supervisory roles
- Proven track record of exceeding guest satisfaction targets (NPS scores above 90)
- Expert knowledge of Opera PMS and hotel management systems
- Exceptional problem-solving skills with ability to resolve complex guest issues
- Strong leadership capabilities with demonstrated team development success
- Fluency in English; additional languages (Spanish, French) highly valued
- Valid Illinois Food Handler's and Alcohol Service certification