Job Description
Join our award-winning luxury hotel in downtown Chicago as a Guest Experience Manager! At Grand Horizon Hotels, we redefine hospitality through personalized service and innovative guest experiences. This pivotal role requires a passionate leader to orchestrate seamless stays for our discerning clientele while mentoring a dynamic front desk team. Enjoy competitive benefits, professional development opportunities, and the chance to be part of Illinois' premier hospitality destination.
Responsibilities
- Lead front desk operations and ensure exceptional guest check-in/check-out experiences
- Resolve guest concerns with empathy and efficiency, maintaining high satisfaction scores
- Train and mentor front desk staff on service standards and emergency protocols
- Collaborate with housekeeping, concierge, and F&B teams for integrated guest services
- Analyze guest feedback to implement service improvements and loyalty programs
- Manage VIP arrivals and special event coordination
- Monitor key performance metrics (ADR, RevPAR, satisfaction scores)
Qualifications
- 3+ years in luxury hotel front desk management or guest services leadership
- Proven expertise in conflict resolution and guest recovery strategies
- Proficiency in hotel management systems (Opera, Fidelio)
- Exceptional communication and interpersonal skills
- Valid Illinois Food Handler's certification preferred
- Ability to work flexible hours including nights, weekends, and holidays
- Associate degree in Hospitality or equivalent experience required